Helpdesk Technician

About the Position

We are looking for a Helpdesk Technician to join our team in Lisbon, Portugal. In this hybrid role, you will provide first-line support for corporate systems and financial products, ensuring the continuity of day-to-day IT operations.

Responsibilities

• Receive and log support requests via phone, email, and ticketing portal
• Diagnose and resolve first-line (L1) incidents
• Escalate unresolved issues to second-line (L2) teams when needed
• Support installation and configuration of equipment and software
• Ensure compliance with service level agreements (SLAs)
• Provide remote support to operators of financial equipment, including cash handling and cheque processing systems
• Analyze errors and discrepancies and produce correction reports

Requirements

• Helpdesk/IT support experience: 3+ years
• Experience with Jira
• Portuguese: Required

Nice to Have

• Experience in the financial/banking sector
• Experience supporting banking/financial software products
• Experience with digital channel management, e-commerce, or digital banking

We Offer

• A project that matches your skills and ambitions, as well as your preferences for working policies and culture
• A competitive salary with awesome benefits and opportunities to leverage your knowledge and network to earn additional income
• An empowering and respectful work culture enriched with social and learning events
• A People Experience Partner specially assigned to you - your go-to career guide, responsible for supporting your growth, facilitating training, and ensuring your work-life balance at KWAN

About the Company

At KWAN, we connect IT professionals with projects that match their skills, professional experience, and goals. We offer a career progression program, delivered by in-house specialists - our People Experience Partners - to guide them through our journey with us.

What You Can Expect as a KWANer

Respect isn’t optional here

You’re trusted to deliver and supported to speak up.

Dedicated People Experience Partner

Someone accountable for your growth, not your allocation.

Continuous learning, built in

Learning that keeps pace with the systems you build.

Recognition that’s visible

Your impact doesn’t go unnoticed. Through our Rocket Points System, we constantly recognize your contributions.

A culture you can feel

From movie and quiz nights to dinners and our annual summer gathering, we don’t just work together - we build real connections.

Flexible spaces to work your way

Remote-first, with physical hubs when you want connection.

Didn't find your mission yet?

Strong profiles don’t always match timing. That doesn’t mean there isn’t alignment.

Tell Us About You

We review every application. If there’s alignment, we won’t let it get lost in a database.