Support Agent (English)

Inetum; Lisboa; Presencial; EUR 24 000 - 30 000; Tempo integral

Resumo da oferta

A leading digital services company in Lisbon is seeking a Support Agent to assist with Level 1 technical requests. Candidates should have at least 3 years of experience in HelpDesk support and be proficient in Portuguese, Spanish, and English. Responsibilities include diagnosing issues, developing procedures, and training new hires. This role is vital for ensuring effective support for clients, requiring strong communication and problem-solving skills.

Qualificações

• Minimum 3 years of experience in HelpDesk support.
• Knowledge of IT systems and networks.
• Ability to prioritize tasks and meet deadlines.

Responsabilidades

• Handling Level 1 requests from users via calls, emails, or self-service portals.
• Diagnosing and resolving issues online according to procedures.
• Training new hires on procedures and tools.

Conhecimentos

HelpDesk support experience

English (minimum B1)

Portuguese (B2)

Spanish (B2)

Proactive attitude

Problem-solving mindset

Communication skills

Familiarity with ticketing tools

Ferramentas

ServiceNow

Microsoft Office 365

Windows 10/11

macOS

Descrição da oferta de emprego

Company Description

Inetum is a European leader in digital services. Inetum's team of 28,000 consultants and experts strives every day to make a digital impact on businesses, public sector entities and society. Inetum's solutions aim to contribute to the performance and innovation of its customers, as well as to the general interest. Present in 19 countries with a dense network of sites, Inetum works with leading software vendors to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and expansion, Inetum generated a turnover of €2.5 billion in 2023.

Job Description

We are looking for a Support Agent with good level of Spanish, Portuguese and English, to work for an important international client.

Qualifications

The HelpDesk activity involves resolving all incidents within the technician’s area of expertise remotely on first contact, in compliance with SLAs, excluding hardware failures that require replacement. A special arrangement is in place for handling VIP users. The team currently consists of 3 technicians and a Team Leader based in Casablanca. Ultimately, the team will include 3 technicians in Casablanca and 2 in Lisbon.

• Working hours: 08:00 – 21:00 (rotating shifts managed by the Team Leader)
• Work location: Lisbon site
• Remote work: Based on decisions by the Team Leader and the Service Delivery Manager in Casablanca

Main Responsibilities

• Handling Level 1 requests (calls, emails, self‑service portal)
• Diagnosing and resolving issues online according to procedures
• Developing and updating procedures
• Escalating internally or externally (Level 2–3)
• Performing back‑office processing tasks (handling requests)
• Training new hires
• Monitoring the client scope (self‑training) to ensure autonomy
• Additional supervision – administrative and utility tasks

Tools Used

• ITSM (ServiceNow)
• Microsoft Office 365 Suite
• Windows 10/11, macOS
• ITIL (a plus)

Required Skills

• Minimum 3 years of experience in HelpDesk support
• Ability to speak English (minimum B1) or French (minimum A2)
• Portuguese – B2 level
• Spanish – B2 level
• Proactive attitude
• Ability to prioritize tasks and meet deadlines
• Knowledge of IT systems and networks
• Ability to diagnose and resolve technical issues
• Communication skills to interact with users and clients
• Ability to work independently and manage time effectively
• Familiarity with ticketing and issue tracking tools
• Problem‑solving mindset to identify root causes of technical issues
• Ability to work under pressure and handle emergency situations
• Strong writing skills for creating technical procedures