5 Empregos para Ti Suporte - Portugal

Hybrid – Lisbon
|
Freelance / Technical Assistance
|
Security Clearance Required

About the Role

At
wBrain
, we are seeking an experienced
Help Desk Specialist
to provide high-quality technical and user support for a large-scale
Learning Environment Platform
used by an international organization.

You'll act as the main point of contact for end-users, ensuring effective resolution of incidents, smooth platform operation, and exceptional customer satisfaction.

Key Responsibilities

• Serve as the first line of support for users of the Academy Learning Environment.
• Log, track, and resolve incidents through the ticketing system and other communication channels.
• Manage user accounts, access rights, and troubleshooting related to platform use.
• Escalate complex technical issues to the relevant technical teams when required.
• Monitor system performance and identify improvement areas in workflows and processes.
• Ensure high-quality reporting and maintain documentation of technical incidents.
• Prepare monthly performance and satisfaction reports.

Requirements

• Minimum
  5 years of experience
  in Help Desk, IT Support, or similar roles.
• Experience with
  Learning Management Systems (LMS/TMS)
  .
• Technical proficiency in
  Windows, macOS, and Linux
  troubleshooting.
• Knowledge of
  Active Directory, PowerShell, networking (TCP/IP, DNS, DHCP)
  .
• Strong understanding of
  ITSM tools
  (ServiceNow, Jira, etc.).
• Excellent
  English communication skills (B2–C1 level)
  .
• Strong analytical and problem-solving skills with a user-centric mindset.
• Eligibility for or possession of
  NATO Secret clearance
  .

Nice to have:

• Certifications such as
  MCSA, CCNA, CompTIA Server+, MD-100/101
  .
• Familiarity with
  Webex, Teams
  , or AV systems support.
• Experience in international or defense-related environments.

What We Offer

• Opportunity to work in a high-impact international environment.
• Flexible hybrid work model (Lisbon-based).
• A collaborative and multicultural team culture.
• Exposure to large-scale digital learning transformation initiatives.

Interested?

Send your CV to

with the subject:

Help Desk – Learning Environment

Allient Inc. is in growth mode and currently seeking a Help Desk Technician to join our team in Porto, Portugal The Help Desk Technician will provide maintenance and support for the organization's IT systems, assisting end users with a variety of technical issues. This role involves identifying, researching, and resolving problems, as well as delivering excellent customer service through clear communication, empathy, and a proactive approach. The position is hybrid, offering a combination of on-site and remote work. We welcome candidates who are eager to learn and full of energy. Apply now

Responsibilities:

• Respond to calls, emails, and in-person requests within established time guidelines.
• Analyze and interpret user inquiries to identify problems and provide effective solutions.
• Offer practical, high-quality resolutions that meet predefined standards.
• Escalate issues when necessary, within the agreed timelines.
• Provide clear information, advice, and instructions to end users.
• Ensure a positive user experience and high satisfaction with all interactions.
• Log user requests and solutions accurately in the help desk system.
• Collaborate with colleagues to resolve issues efficiently.

Minimum Qualifications:

• Technical or professional training in Information Technology (e.g. technical course) or a university degree in a related field.
• 0–3 years of experience in end-user support (junior candidates with strong motivation are encouraged to apply).
• Knowledge of Active Directory environments, MS Office products, TCP/IP, and networking principles.
• Familiarity with desktop hardware, disk imaging tools, help desk ticketing systems, and antivirus software (advantageous but not mandatory).
• Excellent communication skills, with empathy and a dynamic, problem-solving mindset.
• Eagerness to learn, adapt, and grow in a fast-paced environment.

What we value:

• A customer-focused mindset, ensuring that every interaction leaves the end user supported and satisfied.
• Ability to remain calm and resourceful under pressure.
• Team spirit and willingness to share knowledge with colleagues.
• Proactive attitude towards learning new tools, systems, and technologies.
• Strong sense of responsibility and ownership over assigned tasks.
• Adaptability to work in a hybrid model, balancing on-site and remote support effectively.

Don't let this opportunity pass you by - APPLY TODAY

To learn more about Allient Inc. visit

Allient Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Required Security Clearance:
NATO SECRET

SCOPE OF WORK
Operation of the ALE Help Desk

The Contractor shall operate the ALE Help Desk as the primary interface for support requests, incidents, and changes. Support shall cover both end users (students, instructors, course developers, training coordinators, Academy staff) and the Academy Technical Capability (TeC) Team.

All requests, regardless of channel (ticketing system, e-mail, IM, telephone, in-person), shall be logged and tracked consistently in the ALE ticketing system.

The Following Activities And Tasks To Be Executed

• Operation of ALE Help Desk: All requests logged and tracked; written response provided within 30 minutes (either resolution or status update with assigned priority and prognosis); shift coverage maintained 07:00-17:00 CET.
• Ticket Escalation and Management: Tickets created and transferred across networks with zero data loss; escalation procedures followed correctly with full traceability.
• User Account and Course Support: Accounts activated, issues resolved, enrolments and progress supported, certificates generated; ≥95% user satisfaction rate.
• Monthly Report: Report submitted on time; includes ticket volumes, performance metrics, escalations, and user feedback.
• Improvement Proposals: Actionable recommendations for process or UX improvement based on metrics and feedback.

SKILL, KNOWLEDGE & EXPERIENCE
Essential Qualifications And Experience
This contract requires the services of a help desk operator with the following qualifications and experience:

• Help Desk / IT Support Experience: Minimum of 5 years experience in a help desk or technical support role, preferably in environments involving multiple systems (e.g., LMS, TMS, or equivalent).
• Communication Skills: Excellent written and verbal communication in English, with the ability to explain technical information clearly and in a user-friendly manner.
• User Orientation: Strong customer-service skills, including empathy, patience, and the ability to manage user expectations in stressful situations.
• Collaboration: Demonstrated ability to work effectively in a team environment and coordinate with multiple stakeholders (end users, TCS, Level 2/3 support teams).
• Documentation: Ability to create and maintain technical documentation, user guides, FAQs, and operational procedures.
• Analytical Skills: Strong problem-solving and troubleshooting ability, with the capacity to quickly identify issues and determine the most efficient resolution.
• Solid Technical Experience: Minimum of 5 years experience for the following points: Solid experience in hardware and software troubleshooting (desktops, laptops, printers, peripherals, and operating systems like Windows, macOS, and Linux). In-depth knowledge of basic networking (TCP/IP, DNS, DHCP) and experience in resolving network connectivity issues. Experience in the administration and support of Active Directory or similar directory services. Ability to diagnose and resolve information security-related issues (e.g., malware detection, and software vulnerabilities). Experience with PowerShell scripting to automate routine tasks, manage system configurations, and perform advanced troubleshooting.
• System and Server Management: Minimum of 5 years experience in the administration of Windows Server and Linux servers, including managing permissions, backups, and monitoring performance. Knowledge of virtualization and minimum 5 years experience managing virtual environments.
• Advanced Support Skills: Ability to escalate and manage high-priority incidents, coordinating with higher-level technical teams (Level 2/3) when necessary. Experience in creating detailed technical documentation, procedural manuals, and end-user guides. Proven ability to lead the resolution of complex technical problems from start to finish.

Desirable qualifications and experience

The Following Qualifications And Experience Are Considered An Advantage

• Proficiency in using diagnostic tools to troubleshoot technical issues.
• A strong understanding of cybersecurity practices and protocols, ensuring the safety and privacy of user data.
• Knowledge and experience of working with NCI Agency.
• Knowledge and experience of working with the NCI Academy.
• Knowledge and experience with agile implementation methodology.
• In possession of one or more industry certificates in System Administration (e.g., MCSA, CompTIA Server+), Networking (e.g., CCNA), and Modern Desktop Management (e.g., MD-100/MD-101).
• Experience working with ITSM ticketing system (or similar).
• Experience in provisioning, configuring and supporting collaboration meetings (Webex, Microsoft Teams etc.), including meeting scheduling and room integration plus on-site technical and rapid troubleshooting to ensure reliable meetings.
• Leadership and mentoring experience and skills.
• Audio-Visual equipment support: Experience providing technical support for audio-visual equipment, ensuring smooth operation for meetings and auditorium events. Manage end-to-end AV support, including equipment setup, troubleshooting, and coordination for corporate meetings and large-scale events.

Language Proficiency

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level).

This is a condensed version of the job description. A full, detailed job description will be provided during the application process.

Responsabilidades:

• Colaborar com utilizadores internos e equipas técnicas para assegurar integrações de qualidade.
• Gerir e analisar incidentes, garantindo conformidade com SLAs e propondo correções definitivas após análise da causa raiz.
• Identificar proativamente oportunidades de melhoria e simplificação de processos.
• Contribuir para a definição de modelos de suporte adequados e participar na transferência de conhecimento para sistemas e processos implementados.
• Melhorar continuamente a documentação dos processos de integração e fluxos de trabalho.

Requisitos principais:

• Formação académica em Sistemas de Informação ou áreas relacionadas.
• No mínimo 3 anos de experiência em desenvolvimento ou manutenção de software.
• Experiência obrigatória e conhecimento nas seguintes tecnologias:
• Ambientes Cloud (Azure, AWS)
• MongoDB
• SQL
• Salesforce Commerce Cloud
• PHP
• C#
• Kubernetes
• Capacidade de resolução de problemas e atitude prática.
• Espírito de equipa, com facilidade em colaborar em diferentes níveis.
• Elevada curiosidade, polivalência, proatividade e automotivação.
• Excelentes competências de comunicação verbal e escrita, com capacidade de traduzir conceitos técnicos complexos em linguagem acessível.