AI-Native Service Desk Specialist

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Address intricate IT support inquiries utilizing AI-driven tools.

• Employ natural language interfaces to initiate backend automation for frequent requests.

• Escalate and oversee Major Incidents.

• Take responsibility for the complete resolution of cases that necessitate thorough investigation or vendor collaboration.

• Act as the main author and editor of the AI Knowledge Base.

• Evolve the Knowledge Base from a static FAQ repository into a dynamic, AI-responsive insight hub.

• Advocate for the innovative AI-powered Digital Portal.

• Monitor and respond to Digital Employee Experience (DEX) telemetry and AI-generated sentiment analysis.

• Work alongside the AI engineering team to pinpoint automation possibilities within the support workflow.

⛳️ Requirements

• Exceptional proficiency in both written and spoken English.

• At least 3 years of experience in a Service Desk or IT Support position in an international setting.

• Solid technical foundation in end-user hardware and software (macOS and/or Windows).

• Familiarity with Google Workspace, Atlassian Jira and Confluence, and Zoom administration.

• A genuine interest in and inclination towards automation.

• Experience with AI-assisted support tools, copilots, or LLM-powered productivity applications.

• Awareness of ITIL principles or certification.

• Background in 2nd-line Service Desk support or technical escalation.

• Knowledge of IT automation or scripting languages (Python, PowerShell, or similar).

• Experience with RPA tools or workflow automation platforms.

• Understanding of DEX platforms or employee experience telemetry.

🏝️ Benefits

• A company at the forefront of the agentic revolution.

• Real opportunities for growth.

• A global network of exceptional talent.

• An inclusive culture that fosters creativity and diverse viewpoints.

• Professional Development Fund and Internal Mobility Program.