Service Desk Agent with Portuguese and English

Your tasks

We are seeking a Remote Desktop Support Technician to provide daily remote technical support to end users. The ideal candidate will handle inbound calls and chats, troubleshoot hardware and software issues, and document solutions accurately in a ticketing system. This role requires strong customer service skills, technical knowledge, and the ability to work independently in a fast-paced environment.

Key Responsibilities:

• Provide day-to-day remote desktop support to end users
• Handle inbound calls and chat requests, addressing technical questions and issues
• Troubleshoot hardware, software, and application-related problems
• Document troubleshooting steps and resolutions in the ticketing system
• Ensure timely and effective resolution of incidents while maintaining a high level of customer satisfaction

Required Qualifications:

• 1.5+ years of experience as a Remote Desktop or IT Support Technician
• Fluent Portuguese (B2–C1)
• English proficiency at B2 level
• Experience using ticketing systems (ServiceNow preferred)
• Proven troubleshooting skills

Technical Skills:

• Microsoft Windows 10/11
• Microsoft Office 365
• Microsoft Teams
• Microsoft OneDrive
• General LAN knowledge

Soft Skills & Competencies:

• Strong customer orientation and communication skills
• Ability to interact effectively with end users
• Problem-solving and decision-making mindset
• Results-driven and proactive
• Ability to work both independently and as part of a team
• Comfortable working under pressure
• Well-organized, flexible, and cooperative