What You’ll Do:

  • Provide remote service assistance through the use of various web-based remote support tools when necessary.
  • Receive and respond to service requests for assistance via telephone and email in accordance with each client’s.
  • Service Level Agreement (SLA).
  • Maintain service ticket ownership throughout the life of the support incident.
  • Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
  • Actively monitor all customer systems and services and respond to device-down scenarios.
  • Develop knowledge of multiple systems and processes in order to troubleshoot problems.
  • React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
  • Follow all other processes and quality standards as assigned by the Service Desk Manager.
  • Availability to work 24/7.


What you should have:


• College Diploma or equivalent (preferably a CTESP or CET (in networking, computing, telecom)
• Technical knowledge in Service Operation and Workplace Desktop (support to users)
• Knowledge of infrastructures of networks LAN/WAN (IP, DNS, DHCP).
• Know how to work on platforms Windows Server, Active Directory, 0365, create email boxes, give permissions and levels of access, files and shared printers.
• Knowledge of remote desktop, backup systems and virtualization (HYPERV, VMWARE)
• Good problem solving capacity
• Knowledge of ITIL
• Good english skills
• Availability to do shifts


Send your cv to amarantetechhub@cm-amarante.pt