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Batgroup

(Senior) IT Support Specialist

Lisbon , Portugal
full-time

AI overview

Serve as the go-to person for all internal IT-related matters while providing Level 1 support and managing access within business tools like 3CX and Zendesk.

At Batmaid, we’re on a mission to bring peace of mind into people’s homes and fairness into the cleaning industry. As Europe’s leading digital platform for home cleaning services, we connect thousands of households with trusted, insured cleaning professionals.

To support our growing team and operations, we are looking for a (Senior) IT Support Specialist to serve as the go-to person for all internal IT-related matters.

Your Responsibilities

Level 1 Support

  • Act as the first responder for user issues or requests raised through dedicated channels. 
  • Guide users where a functionality exists to complete request
  • Execute changes where these are within remit
  • Escalate to Level 2 issues that cannot be resolved directly by user or yourself

Access Management & Business Logic

  • Add and remove access to different tools and systems according to profile of user onboarded, offboarded or undergoing change of scope
  • Update and maintain the logic present within business tools such as 3CX and Zendesk, according to user needs

Communication & Training

  • Maintain and update user documentation and process manuals
  • Document requirements and processes for new developments under guidance of Product Manager
  • Conduct basic, structured training for new users or for refresher training
  • Write and issue communications relating to incidents, changes and new developments

Requirements

  • Proven experience in an IT Support or Helpdesk role, ideally as the sole IT support in a smaller company or fast-paced environment
  • Strong Level 1 support skills - ability to quickly assess, resolve or escalate IT issues raised by users
  • Hands-on experience in systems administration, preferably with communications tools business tools (e.g. 3CX, Zendesk) and access management via SSO solutions (e.g. Google Workspace)
  • Solid understanding of access and user rights management across various systems
  • Skilled in maintaining user documentation and internal IT knowledge bases
  • Experience conducting basic user training and writing clear internal communication
  • Strong organizational and problem-solving skills with a service-oriented mindset
  • Fluent in English, with professional working knowledge of Portuguese; German is a strong plus, French is nice to have. 
Batgroup

Here at Batgroup our objective is to become the global leading provider of the “well-being at home” with high-quality cleaning services. And with 150 employees and more than 4.000 Trusted Professional Cleaning Agents with headquarters based in Switzerland and expanding across Europe, we are making that a reality.Batgroup was created in order to reinforce our primary mission: the fight against Black Market and making sure that the cleaning industry workers have the coverage and insurance that they should benefit from. Within the Batgroup we have a variety of identities that we provide, allowing a large assortment of services from booking a cleaning through Batmaid, to hiring their house cleaning employee through Batsoft.What does it mean to work at Batgroup? You’ll be working for the cleaning industry and fighting the Black Market on as many fronts as possible. All of that, whilst being part of a dynamic workplace and working with international team members, is the kind of place where you have room to make a difference and be creative.

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