IT Helpdesk Senior Technician São Domingos de Rana

IT Helpdesk Senior Technician
Lisboa
São Domingos de Rana, Lisboa, Portugal

Decskill, founded in 2014 as an IT Consulting Company, places paramount importance on its greatest asset: its people. Our main mission is to deliver value through knowledge and talent, and we achieve this by fostering a culture of excellence and investing in the development and
- being of our people. With over 600 dedicated professionals and offices in Lisbon, Porto, Madrid, and Luxembourg, Decskill operates across three core areas:

• DECSKILL TALENT: We believe that our people are key to our success.
• Through Decskill Talent, we empower our team to embrace the digital transformation challenges of our clients. We collaborate with clients to drive innovation, ensuring project success and business growth.
• DECSKILL BOOST: Equipping our team with the latest tools and methodologies, we optimize Time-to-Market and deliver innovative solutions exceeding client expectations.
• DECSKILL CONNECT: Our team collaborates closely with clients to implement and manage IT infrastructures that generate
  - term value.

At Decskill, we believe that by nurturing and empowering our people to confront the challenges of digital transformation, we create value not only for our clients but also for our entire ecosystem, fostering a digital community dedicated to growth and progress.

We are looking for a IT Helpdesk Senior Technician to join us for a project based in Carcavelos.

Responsibilities:

1. Advanced Technical Support:
   • Act as the escalation point for Level 1 and Level 2 support teams, providing advanced troubleshooting and resolution for complex IT issues.
   • Diagnose and resolve hardware malfunctions, software conflicts, and
     - related problems across diverse systems and devices.
   • Ensure rapid response to incidents and service requests, minimizing downtime and disruptions.
2. System Maintenance:
   • Conduct routine maintenance of systems, including updates, patches, and backups, to ensure compliance with organizational standards.
   • Manage and troubleshoot endpoint devices, such as desktops, laptops, printers, and mobile devices.
3. User Support and Training:
   • Provide
     - on support to end users, resolving technical issues and offering guidance on IT tools and resources.
   • Deliver training sessions and create
     - friendly documentation to empower employees to work more efficiently with technology.
4. Mentorship and Team Leadership:
   • Mentor junior helpdesk technicians, offering guidance on complex issues and fostering a culture of continuous learning.
   • Lead by example in customer service, technical expertise, and adherence to IT processes.
   • Support IT management in planning and executing
     - related projects, including system upgrades, migrations, and new deployments.
   • Participate in evaluating, testing, and recommending new software, tools, or technologies to enhance IT operations.
   • Collaborate with vendors and external service providers to resolve escalated issues and ensure service delivery aligns with organizational needs.
5. Documentation and Reporting:
   • Maintain accurate and detailed records of support activities, resolutions, and system changes in the ITSM platform.
   • Develop and refine documentation, including troubleshooting guides, FAQs, and operational procedures.
   • Generate periodic reports on IT support metrics, identifying trends and areas for improvement.
6. Compliance and Security:
   • Ensure adherence to organizational policies, industry standards, and regulatory requirements for data protection and system security.
   • Support the implementation of cybersecurity measures, such as endpoint protection, access controls, and incident response plans.
   • Identify opportunities to streamline support workflows and enhance the overall efficiency of the IT Helpdesk.
   • Stay updated on emerging technologies, trends, and best practices in IT support to drive innovation within the team.

Requirements:

1. Technical Expertise:
   • At least 5 years of professional experience in IT support roles, with a minimum of 2 years in a
     - level or advanced technician capacity.
   • Deep knowledge of operating systems, including:
   • Windows (10, 11, and Server versions).
   • mac
     OS (latest versions).
   • Strong understanding of networking concepts, including:
   • LAN/WAN configurations, DHCP, DNS, VPNs, VLANs.
   • Firewall management and troubleshooting.
   • Wireless network setups and optimizations.
   • Proficiency with
     - level ITSM platforms (e. g. , Service
     Now, Jira Service Management) and remote support tools.
2. Cloud and Virtualization Knowledge:
   • Hands-on experience with cloud platforms such as Microsoft 365, Azure, AWS, or Google Workspace.
   • Understanding of virtualization technologies (e. g. , VMware, Hyper-V, Virtual
     Box).
   • Familiarity with backup and disaster recovery tools, including
     - based solutions.
3. Hardware and Peripheral Support:
   • Advanced troubleshooting of desktops, laptops, servers, and mobile devices.
   • Experience with peripherals such as printers, scanners, Vo
     IP devices, and other office technology.
   • Knowledge of hardware diagnostics.
4. Cybersecurity Awareness:
   • Working knowledge of endpoint protection tools (e. g. , EDR, antivirus software).
   • Understanding of data security best practices, such as access control policies and encryption.
   • Familiarity with security compliance frameworks (e. g. , GDPR, ISO 27001, PCI DSS) is a plus.
5. Certifications:
   • At least one relevant IT certification is required. Preferred certifications include:
   • Comp
     TIA: A+, Network+, Security+.
   • Google or AWS Certifications: Related to cloud management.
   • Soft Skills and Communication:
     • Fluency in Portuguese and fluency in English (written and spoken) is essential, with the ability to communicate effectively with international teams and clients.
     • Team leadership skills, with experience mentoring junior technicians or leading projects.
   • Tools and Scripting Knowledge:
     • Familiarity with Power
       Shell, Bash, or Python for scripting and automation.
     • Experience with monitoring and diagnostic tools such as Wireshark, Solar
       Winds, or Nagios.
   • Education and Availability:
     • Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Equivalent experience will also be considered.
     • Availability to work in rotating shifts changing weekly, from 8 a. m. to 8 p. m. , as needed to ensure IT support coverage.
     • Availability to occasionally work after hours or on weekends, depending on the criticality of incidents.
     • Flexibility to occasionally work overtime or during critical system incidents.

If you’re interested in this job please send your CV in English to ana. carvalho@decskill.com with reference “IT Helpdesk Senior”.

Decskill is committed to equality and
- discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries
• IT Services and IT Consulting