Portugal Job Openings

Mercan Properties

Helpdesk Supervisor

Porto

September 20, 2024

Mercan Properties, a leading company in the sector of immigration and hospitality, is looking for a Helpdesk Supervisor to strengthen our technical support team, providing exceptional services to our offices and hotels in Portugal and Greece. The ideal candidate will have in-depth knowledge of various technologies and systems, including the Freshservice helpdesk platform.

Key Responsibilities:
  • Provide advanced technical support across a wide range of technologies: Windows Server, Windows Azure AD, Office 365, Salesforce, Windows 11, Microsoft SQL Server, internal web applications (.NET and C#), Palo Alto Firewalls, Cisco Meraki Networking (at Hilton hotels), HPE Aruba Networking, Palo Cortex MDR, virtualization platforms (Windows and VMware), Veeam backup technologies, and Freshservice platform.
  • Troubleshoot complex incidents and technical issues, ensuring service continuity and user satisfaction.
  • Collaborate with multidisciplinary teams to implement solutions and improve existing systems.
  • Maintain and update technical documentation and operational procedures.
  • Contribute to support process optimization, efficiently using Freshservice to manage tickets and incidents.
  • Analyze performance metrics and user feedback to continuously improve the quality of technical support
Qualifications and Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or related field (equivalent experience may be substituted).
  • At least 3 years of experience in Level 2 or 3 helpdesk technical support.
  • Deep knowledge of the listed technologies, with specific experience in Freshservice considered an advantage.
  • Experience in team management.
  • Excellent problem-solving skills and the ability to work independently.
  • Strong communication and interpersonal skills.
  • Fluency in English, with intermediate to advanced proficiency, is mandatory.
What we are offering:
  • Competitive salary package, reflecting experience and qualifications.
  • Opportunities for professional development and career progression.
  • Dynamic work environment with support for innovation and excellence.


If you have a strong technical background, leadership skills, and a passion for delivering exceptional customer support, combined with experience in Freshservice, Mercan Properties invites you to apply for this challenging and rewarding role.
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