English Technical Helpdesk Agent

About the role

We are looking for an English-speaking Technical Helpdesk Agent to provide first-line technical assistance to customers in Lisbon. You will be the first person many customers speak to when something stops working, so your calm approach and clear instructions will set the tone for the whole interaction. You will guide customers through step-by-step fixes, check system status where relevant and resolve common issues quickly.

When a case needs specialist help, you will escalate it to second line through our ticketing system with a clear description of the symptoms, the steps already taken and the customer's impact. You will also update ticket notes so colleagues always know where things stand.

Requirements

• fluent English at C1 level or higher, which is the minimum for this role.
• Experience with a ticketing system is an advantage, and general IT knowledge is essential.
• You should be organised, patient and comfortable working in a fast-moving environment.
• Shifts are shift-based and include evenings.

What we offer

• Structured training and a supportive team with regular knowledge-sharing sessions.