Job Description:
This is a fantastic opportunity to play a key role in ensuring the successful delivery of a premium IT support service.
Responsibilities:
* Help and encourage the team to meet ticket handing standards;
* Manage weekly team meetings to ensure training and information distributed to all the team;
* Schedule yearly reviews with team, making sure all details are recorded on HR systems;
* Ensure all sites are visited and incidents/request solved within KPI;
* Co-Ordinate onsite support with Customer Client Service Lead;
* Manage response to computer related request and incidents;
* Provide installation and upgrade services of supported hardware and software;
* Support of key engineering applications at use within the business;
* Provide on-site support to the client's site in Albarraque / Rio de Mouro;
* Ensure planning, schedules, breaks, code of conduct etc. are respected by the team members;
Requirements:
* English and Portuguese fluency (both written and spoken) are mandatory;
* Minimum of 4 years of experience with PC support, Help Desk or IS Customer Service area in complex environments;
* Previous experience in leading, supervising, monitoring teams: managing the day-to-day activities of the team on the ground, and delegating tasks to team members;
* Experience with Windows & Office apps;
* Experience with Office 365 (e.g. OneDrive, Exchange Online, Teams, Sharepoint, AzureAD, EMS);
* Experience with iOS and Android, mobile device support;
* Experience with MacOS;
* Experience with ticket management tools, ideally ServiceNow;
* Experience with Asset and hardware management;
* Vendor management experience;
* Excellent oral and written communication skills;
* Customer oriented (Service awareness);
* Excellent interpersonal skills;
* Experience with coaching members on achieving goals;
* Team Player profile, able to organize and coordinate team members;
* Analytical Thinking skills;
* Problem Solving / Conflict resolution skills;
* Able to deliver service to Senior Executive people;
* Ability and willingness to work outside of office hours as well as be available 'on call';
* Proactive attitude;
* Availability to travel (within Europe);
* ITIL v3 Foundation certification (nice to have)
Benefits:
* Private health insurance;
* Training platform for hard and soft skills;
* Referral bonuses;
* Career progression;