Senior Helpdesk

O Grupo Timestamp agrega diversas empresas portuguesas líderes em soluções e serviços de TI em torno dos conceitos de excelência e partilha de conhecimento. Apostamos na liderança tecnológica, assente na qualidade do nosso serviço e soluções tecnológicas, suportadas na formação e certificação contínuas.

The IT Specialist/Senior Helpdesk will be part of the IT Service Desk and Field Service Team being responsible to support the business on the daily usage of all the IT services, maintaining a direct relationship across the business and tech enterprise teams, being responsible for the stability of the IT equipment ensuring the service remains stable, performant, and operational.

The IT Specialist/Senior Helpdesk will work in close collaboration within the Service Delivery & Support organization and across Tech Infrastructure & Operations functions to limit the operational and revenue impact by reducing the Mean Time to Detect (MTTD), Mean Time to Respond (MTTR) and Mean Time to Root Cause (MTTRC) on IT Incident and Problem tickets.

The role holder will be an energetic, structured, and detailed individual who has a strong passion for problem solving, driving continual customer focused service improvements, service excellence, business, and technology change.

Reporting directly to the SD & FSE Leader, this role will be a key part of the Service Delivery Team, ensuring our technology solutions and in life Service & business processes are fully aligned and contribute to the vision and strategic direction of the organization.

• Serve as the first point of contact for the end users seeking for technical assistance over the phone or ticket.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions for Windows-based user applications.

• Determine the best solution based on the issue and details provided by customers.

• Walk the customer through the problem-solving process.

• Direct unresolved issues to the next level of support personnel.

• Provide accurate information on IT products or services.

• Record events and problems and their resolution in logs.

• Follow-up and update customer status and information.

• Pass on any feedback or suggestions by customers to the appropriate internal team.

• Identify and suggest possible improvements on procedures.

• User management - permission management of several systems.

• Collaboration on IT projects throughout the life cycle of IT infrastructure/organizational programs.

• Assisting the support staff of other service-providers.

• May require some staggered shifts.

• Other duties may be assigned.

• Completed technical education with a focus on IT or equivalent work experience.

• Years of experience: Intermediate, typically 5 to 5 years of applied skills and experience.

• Work experience in a similar role with a focus on technical support and help desk.

• Good knowledge in the areas of network technology (LAN, WAN, Wi-Fi, DNS, DHCP….) and server landscapes, Soft- and Hardware, AD, Client-Infrastructure.

• Knowledge of Windows Client and Server operating systems and MS Office.

• Familiarity with iOS, and Android operating systems to provide best effort support to End users using related devices.

• Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client specific documentation provided by the client.

• Working technical knowledge of Microsoft Office Products, antivirus products, desktop services to allow for resolution of software application issues.

• Solution oriented approach and team player.

• High operational readiness, problem-solving competence, and proactivity.

• Excellent Native and Good English skills (Conversational local language (English, Swedish, Finnish, Portuguese, German).

• Distinctive service and customer orientation.

• Teamwork, experience in working with remote teams, communication skills with internal and external stakeholders.

• Ability to utilize provided knowledge article to resolve issues with specific applications/knowledgebases.

• Customer-facing “soft skills” including strong verbal and written communications.

• Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues.

• Exercises independent judgment within defined practices and procedures to determine appropriate action.

• Acts as an informed team member providing analysis of information and limited project input.

• Evaluates unique circumstances and makes technical and procedural recommendations.

• CompTIA A+ certification.

• ITIL certification.

• English

• Portuguese

Benefícios para as pessoas colaboradoras:

• Seguro de saúde;

• Flexibilidade na rotina organizacional;

• Formação e certificações;

• Programa de Apoio ao Colaborador, em 5 áreas, incluindo psicologia;

• Ofertas de aniversário e antiguidade;

• Happy Hour mensal;

• Portal de Benefícios com ofertas atrativas.