Location: Lisbon, Portugal – Hybrid, Remote & Onsite Options Available
Department: IT Support / Service Desk
Employment Type: Full-Time
About the Role:
We are seeking a skilled Italian-speaking Service Desk Technician to join our IT support team in Lisbon. In this role, you will provide technical support to Italian-speaking users, assisting with troubleshooting and resolving IT-related issues. The position offers flexibility with hybrid, remote, or onsite work options, allowing you to choose the work setup that best suits you.
Key Responsibilities:
Provide first-line technical support to Italian-speaking users via phone, email, and live chat.
Diagnose and resolve a variety of hardware, software, and network-related issues.
Provide step-by-step guidance to users, ensuring that technical issues are resolved quickly and effectively.
Accurately log and track incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
Escalate more complex issues to higher-level technical teams and follow up until resolution.
Monitor service desk performance and ensure that all service requests meet agreed-upon service level agreements (SLAs).
Assist with onboarding new users by setting up hardware, software, and systems as required.
Maintain documentation on common technical issues and troubleshooting steps.
Work collaboratively with other IT teams to address recurring issues and improve internal processes.
Requirements:
Fluent in Italian (native or near-native level) and proficient in English (spoken and written).
Proven experience in IT support, service desk, or help desk roles.
Strong troubleshooting skills, with experience in supporting various operating systems (Windows, macOS, Linux) and common office software.
Familiarity with networking concepts such as VPNs, Wi-Fi, and Active Directory.
Ability to clearly explain technical problems and solutions to non-technical users.
Excellent organizational and time-management skills, with the ability to handle multiple tasks and prioritize effectively.
Comfortable using service desk platforms (e.g., ServiceNow, Jira, Zendesk).
Authorized to work in Portugal.
Preferred Qualifications:
IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are a plus.
Experience with remote desktop troubleshooting and support.
Knowledge of cloud environments, SaaS platforms, and security tools.
Additional language skills (e.g., Spanish, Portuguese) are a plus.
What We Offer:
Competitive salary with performance-based incentives.
Flexible working setup: Hybrid, remote, or onsite in Lisbon.
Comprehensive training and professional development opportunities.
A supportive, dynamic, and multicultural work environment.
Career progression and growth within the IT department.
Health and wellness benefits, promoting a healthy work-life balance.
