Mercan Properties, a leading company in the sector of immigration and hospitality, is looking for a Helpdesk Supervisor to strengthen our technical support team, providing exceptional services to our offices and hotels in Portugal and Greece. The ideal candidate will have in-depth knowledge of various technologies and systems, including the Freshservice helpdesk platform.

Key Responsibilities:

• Provide advanced technical support across a wide range of technologies: Windows Server, Windows Azure AD, Office 365, Salesforce, Windows 11, Microsoft SQL Server, internal web applications (.NET and C#), Palo Alto Firewalls, Cisco Meraki Networking (at Hilton hotels), HPE Aruba Networking, Palo Cortex MDR, virtualization platforms (Windows and VMware), Veeam backup technologies, and Freshservice platform.
• Troubleshoot complex incidents and technical issues, ensuring service continuity and user satisfaction.
• Collaborate with multidisciplinary teams to implement solutions and improve existing systems.
• Maintain and update technical documentation and operational procedures.
• Contribute to support process optimization, efficiently using Freshservice to manage tickets and incidents.

• Analyze performance metrics and user feedback to continuously improve the quality of technical support

Qualifications and Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field (equivalent experience may be substituted).
• At least 3 years of experience in Level 2 or 3 helpdesk technical support.
• Deep knowledge of the listed technologies, with specific experience in Freshservice considered an advantage.
• Experience in team management.
• Excellent problem-solving skills and the ability to work independently.
• Strong communication and interpersonal skills.
• Fluency in English, with intermediate to advanced proficiency, is mandatory.

What we are offering:

• Competitive salary package, reflecting experience and qualifications.

• Opportunities for professional development and career progression.
• Dynamic work environment with support for innovation and excellence.

If you have a strong technical background, leadership skills, and a passion for delivering exceptional customer support, combined with experience in Freshservice, Mercan Properties invites you to apply for this challenging and rewarding role.