Job Description
Job Title: Italian Service Desk Technician
Location: Lisbon, Portugal – Hybrid, Remote & Onsite Options Available
Department: IT Support / Service Desk
Employment Type: Full-Time
About the Role:
We are seeking a skilled Italian-speaking Service Desk Technician to join our IT support team in Lisbon. In this role, you will provide technical support to Italian-speaking users, assisting with troubleshooting and resolving IT-related issues. The position offers flexibility with hybrid, remote, or onsite work options, allowing you to choose the work setup that best suits you.
Key Responsibilities:
Location: Lisbon, Portugal – Hybrid, Remote & Onsite Options Available
Department: IT Support / Service Desk
Employment Type: Full-Time
About the Role:
We are seeking a skilled Italian-speaking Service Desk Technician to join our IT support team in Lisbon. In this role, you will provide technical support to Italian-speaking users, assisting with troubleshooting and resolving IT-related issues. The position offers flexibility with hybrid, remote, or onsite work options, allowing you to choose the work setup that best suits you.
Key Responsibilities:
- Provide first-line technical support to Italian-speaking users via phone, email, and live chat.
- Diagnose and resolve a variety of hardware, software, and network-related issues.
- Provide step-by-step guidance to users, ensuring that technical issues are resolved quickly and effectively.
- Accurately log and track incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
- Escalate more complex issues to higher-level technical teams and follow up until resolution.
- Monitor service desk performance and ensure that all service requests meet agreed-upon service level agreements (SLAs).
- Assist with onboarding new users by setting up hardware, software, and systems as required.
- Maintain documentation on common technical issues and troubleshooting steps.
- Work collaboratively with other IT teams to address recurring issues and improve internal processes.
- Fluent in Italian (native or near-native level) and proficient in English (spoken and written).
- Proven experience in IT support, service desk, or help desk roles.
- Strong troubleshooting skills, with experience in supporting various operating systems (Windows, macOS, Linux) and common office software.
- Familiarity with networking concepts such as VPNs, Wi-Fi, and Active Directory.
- Ability to clearly explain technical problems and solutions to non-technical users.
- Excellent organizational and time-management skills, with the ability to handle multiple tasks and prioritize effectively.
- Comfortable using service desk platforms (e.g., ServiceNow, Jira, Zendesk).
- Authorized to work in Portugal.
- IT certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional are a plus.
- Experience with remote desktop troubleshooting and support.
- Knowledge of cloud environments, SaaS platforms, and security tools.
- Additional language skills (e.g., Spanish, Portuguese) are a plus.
- Competitive salary with performance-based incentives.
- Flexible working setup: Hybrid, remote, or onsite in Lisbon.
- Comprehensive training and professional development opportunities.
- A supportive, dynamic, and multicultural work environment.
- Career progression and growth within the IT department.
- Health and wellness benefits, promoting a healthy work-life balance.
- Relocation assistance (if applicable).
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