Freelancer Service Desk 1st Line Support Agent

Location: Onsite in offices in Lisbon, Portugal. The client is based in Amsterdam, Netherlands.

Company

hirify.global provides digitalisation and IT services to EU institutions and public and private organisations across Europe.

What you will do

• Act as the first point of contact for incoming support tickets through phone and chat.
• Interact with end users remotely, resolve tickets, and coordinate end-to-end resolution with relevant support parties.
• Resolve incidents and service requests, including software installation, ICT system configuration and upgrades.
• Perform minor hardware repairs and troubleshoot end-user devices.
• Support service continuity, recovery, security and performance requirements.
• Train users in best practices for basic software, hardware and audio-visual equipment.

Requirements

• Bachelor’s degree in Computer Science or a relevant field.
• At least 3 years of proven IT Service Desk and direct customer support experience.
• Very good English at C1 level is required.
• Good understanding of IT security and best practices.
• Experience with Active Directory, Microsoft Azure, Office tools, ITSM tools such as Jira or ServiceNow, software installations and hardware troubleshooting.
• Working knowledge of common operating systems, software and audio-visual applications, with strong phone and chat support communication skills.

Nice to have

• Experience with Microsoft 365, hardware support, Azure, BitLocker, VPN and network troubleshooting.
• ITIL V4, Microsoft, Azure, Microsoft 365 or CompTIA A+ certification.

Culture & Benefits

• Work alongside experienced professionals on challenging, large-scale projects.
• Inclusive and diverse working environment with a focus on equal opportunities.
• Projects support digital services that directly impact citizens across Europe and globally.

Hiring process

• Submit a CV in English through the application process.