Microsoft Office Certified IT Support (Remote)

Please note: you have to be already located in (or relocate to) Portugal and being entitled to work in the country in order to have this job.

Are you a Microsoft Office Professional?

Would you like to work from the convenience of your home?

Do you speak English on a professional level?

We are searching for IT Help Desk Support Professionals!

Your tasks would be the following:

Provide level one service desk support to contracted clients and internal employees
Use defined procedures for responding to customer calls
Collect information from caller and document data elements in designated tool
Maintain records of all calls from customers using designated Service Management tool
Provide detailed documentation of all steps involved in resolving customer issues
Escalate issues to the appropriate department and personnel
Investigate, examine, troubleshoot and solve hardware and software issues quickly
Provide support and instruction for Microsoft Office suite of products, all versions
Compile backup status and results of previous day backup jobs for specified customers
Monitor and respond to system generated alerts
Create and decommission Active Directory, Novell and e-mail accounts
Perform all procedures based on Standard Operating Procedures (SOP’S) with associated testing
Update Alphanumeric’s knowledgebase for all clients
Process non-warranty and warranty calls for hardware (example, HP & Dell) and update Configuration Database as required
Unlock and reset passwords for user accounts
Diagnose and troubleshoot network issues
Resolve issues for clients using designated remote access tool

REQUIREMENTS
Experience as Service Desk Specialist or equivalent position
Basic troubleshooting knowledge of hardware devices, printers and Microsoft Office suite of products
Certificates, Licenses, Registrations

A+ Certification or equivalent
Network + Certification or equivalent
Microsoft Office certifications

OFFER
Work from home
Private health insurance after 3 months of employment;
Initial training fully paid and included in the contract
Monthly meal allowance
Monthly internet package compensation