Taking applicationsTechnical Support·Posted 15h ago
L1 ‑ Helpdesk
InetumVerified company
Lisbon, Portugal
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Lisbon, Portugal
EnglishEntry level
About the role
L1 Helpdesk role listed in Lisbon, monitoring customers’ IT infrastructures and handling support requests by phone, email, or web. It is 24/7 shift work requiring advanced English, accurate ticket documentation, and SLA-based follow-up.
What you'll do
- Monitor customer IT infrastructures including servers, network devices, and applications
- React to alerts according to defined processes
- Analyze support requests received by phone, email, or web
- Log every support request in ticketing systems
- Document support requests and troubleshooting steps accurately
- Follow up and escalate tickets according to priority, impact, and SLAs
- Provide clients with status updates on support requests
- Own assigned tickets and perform proactive health checks
What you'll need
- Advanced English skills
- Professional communication with clients by phone and email
- Initiative and positive involvement in daily tasks
- IT skills and willingness to self-develop
- Strong team spirit
- Punctuality and schedule adherence
- Flexibility for shift work
- Ability to listen, learn, and improve
Skills
IT infrastructure monitoringIncident managementTicketing systemsTroubleshootingCustomer communicationSLA managementProactive health checksEnglish
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