English Technical Helpdesk Agent

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.