Service Desk 1st Line Support Agent

We are Netcompany-Intrasoft, a leading European IT Solutions and Services Group with strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs.

For more information regarding our company, current projects, and openings around Europe, please consult our website: www.netcompany-intrasoft.com.

What does it feel like to be a Service Desk Operator 1st line Support Agent in Netcompany? 

As a Service Desk 1st line Support Agent:

You will be the first point of contact for all incoming tickets in our customer. You will take over the requests coming from phone and chat channels, interact with the end-user remotely and will either resolve the ticket or coordinate the end-to-end resolution of the ticket with all other necessary parties.
The 1st line support agent possesses the knowledge and is able to assist the end-user with all basic software, hardware and audio-visual equipment. The 1st line agents are also able to train the user in best practices of the usage of the items mentioned above.

Our client is based in Amsterdam, Netherlands, but you will be working from offices in Lisbon, Portugal. The client is an agency of about 1500 people, most of them located in the Amsterdam offices, for which we provide various IT Support Services to end users (level 1 and level 2, including Audio Visual support).

Your main duties will include:

• Take over the requests coming from phone and chat channels
• Resolution of Incidents and Service requests as well as installation of software, configuration and upgrades of ICT systems and minor hardware repairs for End-users devices.
• Day-to-day operations to satisfy continuity of service, recovery, security and performance needs.

What would make you a fit for the role:

• Bachelor's degree in Computer Science or relevant 
• Proven IT Service Desk and Direct Customer Support experience of minimum 3 years
• Very good level of English -C1 level- 
• Good understanding of IT security and best practices
• Proven experience in Active Directory (Microsoft and Azure), Office Tools (Excel, Word, etc.), ITSM Tools (Jira or Service Now), Software Installations, and Hardware Troubleshooting
• Working knowledge of common operating systems, softwares and Audio-visual applications
• Ability to provide support over the phone & chat; Excellent communication skills (both oral & written), professional demeanor
• At least one of the following certificates: ITIL V4, Microsoft Technology Associate(MTA), Microsoft Solutions Associate (MCSA), Microsoft Solutions Expert (MCSE), Microsoft Azure Certificates, Microsoft 365 Certificates, CompTIA A+ Technical PC 

It would be a plus if you also have:

• Working experience with at least some of the following ones: Microsoft 365, hardware support, Azure, Bitlocker, VPN, Network troubleshooting

Being a part of the Netcompany team, you will be provided with:

• The opportunity to work in a modern environment.
• A competitive compensation 
• A personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

Are you ready to shape the future technological landscape in Europe?

#LI-CF 

Please upload your CV in English via the Apply button. All applications will be treated as strictly confidential.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.

In the following link you may find our CV Submission privacy notice: https://netcompany.com/cv-submission-privacy-notice/

Please upload your CV in English via the Apply button. All applications will be treated as strictly confidential.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.

In the following link you may find our CV Submission privacy notice: https://netcompany.com/cv-submission-privacy-notice/