We have a great opportunity for you to demonstrate your IT skills within the leading authority on illicit drugs in Europe, based in Lisbon, Portugal!

We are the exclusive recruiters for the interim positions at the European Union Drugs Agency (EUDA) - the EU body responsible for monitoring, assessing, and addressing drug-related issues across the European Union. It plays a key role in public health and security by providing scientific evidence-based analysis, policy guidance, and coordination among EU Member States.
The agency is now looking for a Helpdesk Technician to join them on a 12-month temporary (Interim) contract to start as soon as possible.

This is a full-time position, 40 hours per week, and candidates are required to work in the office in Lisbon, Portugal (you cannot work from home or from abroad).
You would support internal customers by providing general technical support, solving incidents or managing service requests. You are required to troubleshoot various IT issues, to ensure minimal impact on end-users' daily tasks.

Your responsibilities will include:

• Managing and logging support tickets from users via various channels such as phone, email, chat, or ticketing systems.
• Checking system logs, error messages to pinpoint issues.
• Guiding users through step-by-step solutions over the phone, email, or chat. Remotely accessing users' systems to implement fixes.
• Applying patches, updates, or configuration changes to resolve issues.
• Maintaining full detailed records of each incident.
• Communicating effectively with higher-level support teams or specialists to ensure a smooth handoff.
• Monitoring the progress of escalated issues and keeping users informed about the status and resolution.
• Providing one-on-one support and coaching to help users develop their technical skills.

Profile:

• Degree or certification in Information Technology, Computer Science, or a related field.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with ticketing systems (e.g., ServiceNow, Jira, or similar).
• Familiarity with remote desktop tools and system administration (e.g., Microsoft Remote Desktop, TeamViewer).
• Knowledge of Microsoft 365 environment, including Teams, Outlook, and SharePoint.
• Understanding basic networking concepts (IP, DNS, DHCP).
• Ability to diagnose and resolve technical issues efficiently.
• Strong analytical skills to interpret system logs and error messages.
• Clear and concise verbal and written communication for guiding users through solutions. Ability to communicate technical concepts in non-technical terms.
• Effective time management of requests and attention to detail in maintaining accurate incident records and documentation.
• Fluency in English and at least one other EU language -Spanish, Czech, Danish, German, Estonian, English, French, Italian, Latvian, Lithuanian, Hungarian, Maltese, Dutch, Polish, Portuguese, Slovenian, Slovakian, Finnish, Swedish, Greek, Romanian, Bulgarian, Croatian, Norwegian, Icelandic

To apply, please send your CV in English and in Word format to Leslie.
languagematters is acting as an employment agency in relation to this vacancy.