Helpdesk Technician - Support Level 1

at  Mercan Properties

Mercan Properties is seeking a Helpdesk Technician Level 1 to join its IT team to join our offices in Porto.
This professional will play a crucial role in daily user support, ensuring quick and efficient resolution of technical issues, with the aim of maintaining the continuity and quality of operations. This position is ideal for those starting a career in Information Technology area and looking to grow in a dynamic, excellence-oriented corporate environment.

REQUIRED QUALIFICATIONS:

• Educational Background: Certification or training in Information Technology, Networking, or a related field.
• Professional Experience: A minimum of 2 to 3 years of experience in similar technical support roles, preferably in corporate environments.
• Technical Knowledge: Familiarity with Windows operating systems, Microsoft 365, and productivity tools. Basic knowledge of networking, including concepts of TCP/IP, DNS, and DHCP.
• Customer Service Skills: Customer-oriented, with strong communication skills and the ability to adapt technical language to the user’s knowledge level.
• Technical Certifications: ITIL certification or willingness to obtain it in the short term; other basic certifications such as Microsoft Certified Fundamentals are valued.
• Documentation Skills: Ability to detail and clearly record procedures, solutions, and technical incidents.

PERSONAL SKILLS:

• Organization and Time Management: Ability to manage multiple tasks effectively, prioritizing the most critical issues.
• Proactivity and Problem Solving: Autonomy in identifying and resolving low-complexity issues, with a proactive approach to potential failures.
• Attendance and Punctuality: Commitment to quality and availability in assisting users.
• Team Spirit: Collaboration with team members, sharing knowledge and contributing to a positive environment.

• First Line Technical Support: Answer and respond to calls, emails, and support tickets, ensuring prompt and courteous assistance to all users.
• Hardware and Software Troubleshooting: Diagnose and resolve issues with equipment such as computers, printers, and other peripherals, ensuring the operational functionality of these devices.
• Equipment Setup and Maintenance: Install and configure computers and peripherals, perform software updates, and monitor device performance to prevent failures.
• User Account Management: Assist in creating, removing, and managing user accounts in various enterprise systems, including assigning access permissions.
• Incident and Solution Documentation: Record incidents and their solutions, contributing to a shared knowledge base to enhance support efficiency.
• Problem Escalation: Identify more complex issues and, when necessary, escalate them to higher-level support or specialized teams, ensuring complete and timely resolution.
• End User Training and Support: Guide users on software and systems, promoting autonomy and efficiency in the use of available tools.