English Technical Helpdesk Agent
Summary
First-line technical helpdesk agent in Porto supporting English-speaking customers by phone and remote sessions: diagnosing issues, applying fixes, escalating to second line with clear notes, and following security/data-protection procedures. Requires fluent English (C1+) and general IT knowledge, with ticketing-system experience a plus.
About the role
As a Technical Helpdesk Agent in Porto, you will provide first-line technical support by phone and remote session to English-speaking customers. You will start each contact by understanding the problem and the customer's impact, then work through checks and fixes in a clear, logical order.
When a fault is beyond first-line scope, you will escalate it with a complete summary of the symptoms, the steps already taken and any patterns you have noticed, so the second-line team can act immediately. You will keep ticket notes up to date and follow our standard procedures for security and data protection, particularly during remote sessions.
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, calm and comfortable explaining technical steps simply.
- Shifts are shift-based and full-time.
What we offer
- Structured onboarding and regular knowledge-sharing sessions with experienced colleagues.