English Technical Helpdesk Agent
Summary
First-line technical helpdesk agent in Covilhã, Portugal, assisting English-speaking customers: guiding them through fixes step by step, keeping ticket notes updated, and writing clear escalation summaries for second-line teams. Requires fluent English (C1+) and general IT knowledge; ticketing experience is a plus.
About the role
As a Technical Helpdesk Agent in Covilhã, you will provide first-line technical assistance to English-speaking customers. Many people contact us when something has stopped working, so your calm and clear guidance makes a real difference to their day. You will work through each problem in a logical order, carry out fixes that customers can follow and recognise when an issue needs specialist attention.
When escalating to second line, you will write a complete summary covering the symptoms, the steps already taken and the customer's impact, so the next team can act immediately without asking the customer to repeat everything. You will keep ticket notes current and follow our procedures for security and data protection.
Requirements
- fluent English at C1 level or higher, which is the minimum for this role.
- General IT knowledge is essential, and experience with a ticketing system is an advantage.
- You should be patient, organised and comfortable explaining technical steps in simple terms.
- Shifts are shift-based and full-time.
What we offer
- Structured training and regular knowledge-sharing sessions with experienced colleagues.