{"id":1073181,"url":"https://alion.io/job/timestamp-senior-helpdesk","title":"Senior Helpdesk","company":{"id":693801,"name":"Timestamp","domain":"timestampgroup.com","url":"https://alion.io/company/timestampgroup","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lisbon, Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":73000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":298},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-08-06T15:56:37Z","employer_posted_date":"2026-08-06","last_verified_at":"2026-09-23T08:09:54Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"O Grupo Timestamp agrega diversas empresas portuguesas líderes em soluções e serviços de TI em torno dos conceitos de excelência e partilha de conhecimento. Apostamos na liderança tecnológica, assente na qualidade do nosso serviço e soluções tecnológicas, suportadas na formação e certificação contínuas.\nThe IT Specialist/Senior Helpdesk will be part of the IT Service Desk and Field Service Team being responsible to support the business on the daily usage of all the IT services, maintaining a direct relationship across the business and tech enterprise teams, being responsible for the stability of the IT equipment ensuring the service remains stable, performant, and operational.\nThe IT Specialist/Senior Helpdesk will work in close collaboration within the Service Delivery & Support organization and across Tech Infrastructure & Operations functions to limit the operational and revenue impact by reducing the Mean Time to Detect (MTTD), Mean Time to Respond (MTTR) and Mean Time to Root Cause (MTTRC) on IT Incident and Problem tickets.\nThe role holder will be an energetic, structured, and detailed individual who has a strong passion for problem solving, driving continual customer focused service improvements, service excellence, business, and technology change.\nReporting directly to the SD & FSE Leader, this role will be a key part of the Service Delivery Team, ensuring our technology solutions and in life Service & business processes are fully aligned and contribute to the vision and strategic direction of the organization.\nIT Specialist/Senior Helpdesk\nServe as the first point of contact for the end users seeking for technical assistance over the phone or ticket.\n\nPerform remote troubleshooting through diagnostic techniques and pertinent questions for Windows-based user applications.\n\nDetermine the best solution based on the issue and details provided by customers.\n\nWalk the customer through the problem-solving process.\n\nDirect unresolved issues to the next level of support personnel.\n\nProvide accurate information on IT products or services.\n\nRecord events and problems and their resolution in logs.\n\nFollow-up and update customer status and information.\n\nPass on any feedback or suggestions by customers to the appropriate internal team.\n\nIdentify and suggest possible improvements on procedures.\n\nUser management - permission management of several systems.\n\nCollaboration on IT projects throughout the life cycle of IT infrastructure/organizational programs.\n\nAssisting the support staff of other service-providers.\n\nMay require some staggered shifts.\n\nOther duties may be assigned.\n\nMust’s\nCompleted technical education with a focus on IT or equivalent work experience.\n\nYears of experience: Intermediate, typically 5 to 5 years of applied skills and experience.\n\nWork experience in a similar role with a focus on technical support and help desk.\n\nGood knowledge in the areas of network technology (LAN, WAN, Wi-Fi, DNS, DHCP….) and server landscapes, Soft- and Hardware, AD, Client-Infrastructure.\n\nKnowledge of Windows Client and Server operating systems and MS Office.\n\nFamiliarity with iOS, and Android operating systems to provide best effort support to End users using related devices.\n\nWorking technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client specific documentation provided by the client.\n\nWorking technical knowledge of Microsoft Office Products, antivirus products, desktop services to allow for resolution of software application issues.\n\nSolution oriented approach and team player.\n\nHigh operational readiness, problem-solving competence, and proactivity.\n\nExcellent Native and Good English skills (Conversational local language (English, Swedish, Finnish, Portuguese, German).\n\nDistinctive service and customer orientation.\n\nTeamwork, experience in working with remote teams, communication skills with internal and external stakeholders.\n\nAbility to utilize provided knowledge article to resolve issues with specific applications/knowledgebases.\n\nCustomer-facing “soft skills” including strong verbal and written communications.\n\nAbility to apply intermediate level of subject matter knowledge to solve a variety of common IT issues.\n\nExercises independent judgment within defined practices and procedures to determine appropriate action.\n\nActs as an informed team member providing analysis of information and limited project input.\n\nEvaluates unique circumstances and makes technical and procedural recommendations.\n\nNice to have’s\nCompTIA A+ certification.\n\nITIL certification.\n\nLanguage Skills\nEnglish\n\nPortuguese\n\nBenefícios para as pessoas colaboradoras:\nSeguro de saúde;\n\nFlexibilidade na rotina organizacional;\n\nFormação e certificações;\n\nPrograma de Apoio ao Colaborador, em 5 áreas, incluindo psicologia;\n\nOfertas de aniversário e antiguidade;\n\nHappy Hour mensal;\n\nPortal de Benefícios com ofertas atrativas.","description_format":"text","description_chars":4939,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Professional Services"],"lifecycle":[{"event":"open","at":"2026-09-20T04:29:22Z"}],"liveness":{"score":33,"band":"fade","label":"Fading","p_open":1,"p_active":0.606,"p_room":0.55,"age_days":48,"expected_fill_days":42,"reasons":["conf:21","velocity","win:tail"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/timestamp-senior-helpdesk","json_url":"https://alion.io/job/timestamp-senior-helpdesk.json","meta":{"generated_at":"2026-09-25T01:17:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1264,"day_limit":5000,"remaining_today":3736,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}