Support Engineer providing high - quality IT support onsite and managing video conferencing systems in Lisbon, Portugal. Responsible for user assistance and maintaining operational integrity across various systems.
About the role
- Junior Support Analyst managing customer service calls and ticketing prioritization in IT support. Working with a hybrid model and requiring customer service experience in IT.
Responsibilities
- Categorize, prioritize, and triage incoming support tickets;
- Resolve simple, recurring functional issues using existing knowledge articles and guidelines;
- Gather necessary information to expedite incident resolution or escalation;
- Properly escalate unresolved issues to Level 2 Support;
- Keep tickets properly updated and follow up with customers.
Requirements
- Minimum of 2 years' experience in IT customer service or support.
- English proficiency for handling support tickets.
- Bachelor's degree in progress or completed in an IT-related field.
- Knowledge of ITIL principles and their application in support environments.
Benefits
- Meal voucher / Food allowance
- Health insurance
- Dental insurance
- Transportation voucher / Parking discount
- Annual bonus
- Life insurance
- 40-hour contract
- No dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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