Senior IT Support Specialist
Batmaid
full-time
Posted on:
Location Type: Hybrid
Location: Lisbon • 🇵🇹 Portugal
Visit company websiteJob Level
Senior
About the role
- Act as the first responder for user issues or requests raised through dedicated channels.
- Guide users where a functionality exists to complete request
- Execute changes where these are within remit
- Escalate to Level 2 issues that cannot be resolved directly by user or yourself
- Add and remove access to different tools and systems according to profile of user onboarded, offboarded or undergoing change of scope
- Update and maintain the logic present within business tools such as 3CX and Zendesk, according to user needs
- Maintain and update user documentation and process manuals
- Document requirements and processes for new developments under guidance of Product Manager
- Conduct basic, structured training for new users or for refresher training
- Write and issue communications relating to incidents, changes and new developments
Requirements
- Proven experience in an IT Support or Helpdesk role, ideally as the sole IT support in a smaller company or fast-paced environment
- Strong Level 1 support skills - ability to quickly assess, resolve or escalate IT issues raised by users
- Hands-on experience in systems administration, preferably with communications tools business tools (e.g. 3CX, Zendesk) and access management via SSO solutions (e.g. Google Workspace)
- Solid understanding of access and user rights management across various systems
- Skilled in maintaining user documentation and internal IT knowledge bases
- Experience conducting basic user training and writing clear internal communication
- Strong organizational and problem-solving skills with a service-oriented mindset
- Fluent in English, with professional working knowledge of Portuguese; German is a strong plus, French is nice to have.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT supportLevel 1 supportsystems administrationaccess managementuser rights managementuser documentationuser trainingincident managementprocess documentation
Soft skills
organizational skillsproblem-solving skillsservice-oriented mindsetcommunication skills