What are the responsibilities and job description for the IT Service Desk Specialist (all genders) position at Beyond Gravity?
Challenge the Impossible
About Beyond Gravity
Headquartered in Zurich, Switzerland, Beyond Gravity is not your typical space company. We're a unique blend of agility, speed, and innovation, fusing a start-up mindset with decades of industry expertise and a track record of 100% mission success. Our dynamic team of over 1800 professionals, spread across 14 locations in seven countries, is dedicated to pushing the boundaries of what is technically feasible. We're not just building crucial products for the satellites and launchers industry, we’re helping to improve life on earth.
Your crew
You‘ll join a dynamic team , where your role will involve ensuring smooth logistics, efficient production, and timely delivery of our top-notch products.
We are currently in an exciting transformation where we are growing a Tech Hub in Portugal. Together, we are a diverse team with different backgrounds and personalities, but we are all connected.
We are currently in an exciting transformation where we are growing a Tech Hub in Portugal. Together, we are a diverse team with different backgrounds and personalities, but we are all connected.
The IT Service Desk Specialist will be part of the IT Service Desk and Field Service Team being responsible to support
the business on the daily usage of all the IT services, maintaining a direct relationship across the business and tech enterprise teams, being responsible for the stability of the IT equipment ensuring the service remains stable,
performant, and operational.The IT Service Desk Specialist will work in close collaboration within the Beyond Gravity Service Delivery & Support
organization and across Tech Infrastructure & Operations functions to limit the operational and revenue impact by reducing the Mean Time to Detect (MTTD), Mean Time to Respond (MTTR) and Mean Time to Root Cause (MTTRC)
on IT Incident and Problem tickets. The role holder will be an energetic, structured, and detailed individual who has a strong passion for problem solving,
driving continual customer focused service improvements, service excellence, business, and technology change. Reporting directly to the SD & FSE Leader, this role will be a key part of the Service Delivery Team, ensuring our
technology solutions and in life Service & business processes are fully aligned and contribute to the vision and strategic direction of the organization.
the business on the daily usage of all the IT services, maintaining a direct relationship across the business and tech enterprise teams, being responsible for the stability of the IT equipment ensuring the service remains stable,
performant, and operational.The IT Service Desk Specialist will work in close collaboration within the Beyond Gravity Service Delivery & Support
organization and across Tech Infrastructure & Operations functions to limit the operational and revenue impact by reducing the Mean Time to Detect (MTTD), Mean Time to Respond (MTTR) and Mean Time to Root Cause (MTTRC)
on IT Incident and Problem tickets. The role holder will be an energetic, structured, and detailed individual who has a strong passion for problem solving,
driving continual customer focused service improvements, service excellence, business, and technology change. Reporting directly to the SD & FSE Leader, this role will be a key part of the Service Delivery Team, ensuring our
technology solutions and in life Service & business processes are fully aligned and contribute to the vision and strategic direction of the organization.
Your Mission
- Serve as the first point of contact for the end users seeking for technical assistance over the phone or ticket.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions for Windows-baseduser applications.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- User management - permission management of several systems.
- Collaboration on IT projects throughout the life cycle of IT infrastructure/organizational programs
- Assisting the support staff of other service-providers
- May require some staggered shifts.
- Other duties may be assigned.
Your Story:
- Completed technical education with a focus on IT or equivalent work experience.
- Years of experience: Intermediate, typically 5 to 5 years of applied skills and experience
- Work experience in a similar role with a focus on technical support and help desk.
- Good knowledge in the areas of network technology (LAN, WAN, Wi-Fi, DNS, DHCP….) and server landscapes, Soft- und Hardware, AD, Client-Infrastructure
- Knowledge of Windows Client and Server operating systems and MS Office
- Familiarity with iOS, and Android operating systems to provide best-effort support to End users using related devices.
- Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client specific documentation provided by the client.
- Working technical knowledge of Microsoft Office Products, antivirus products, desktop services to allow for resolution of software application issues.
- Solution oriented approach and team player
- High operational readiness, problem-solving competence, and proactivity
- Excellent Native and Good English skills
- Distinctive service and customer orientation
- Teamwork, experience in working with remote teams, communication skills with internal and external stakeholders.
- Ability to utilize provided knowledge article to resolve issues with specific applications/knowledgebases.
- Customer-facing “soft skills” including strong verbal and written communications.
- Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues.
- Exercises independent judgment within defined practices and procedures to determine appropriate action.
- Acts as an informed team member providing analysis of information and limited project input.
- Evaluates unique circumstances and makes technical and procedural recommendations.
Nice to have’s:
- CompTIA A certification
- ITIL certification You are expected to show professionalism, respect, openness, and courage.
- Dedication to customer satisfaction and getting it right the first time.
- Demonstrate verbal and written communication skills; ability to communicate with all levels of the organization, clearly and concisely present issues, alternatives, and recommendation(s)
- Highly self-motivated and directed, with keen attention to detail.
- Improvement focus, customer- and solution-oriented, curiosity for new / external ideas
- Proven analytical and creative problem-seeking and solving abilities.
- Ability to act with speed and to take decisions, prioritize and execute tasks in a high-speed environment
- Strong communicator
- Demonstrated high integrity, trust, and ethics.
- Genuinely interested in developing people with coaching leadership
- Good perseverance and ability to keep structured and prioritize in a complex environment.
Why Beyond Gravity?
You will be a part of an engaged team with the ambition to innovate space!
You will work in a growing high-tech company with career opportunities within the location or internationally.
In Lisbon we have a down-to-earth culture, experienced and competent employees and a versatile management team. We offer a hybrid work situation and flexible hours to match your rhythm.
We have moved to our brand-new office.
We have a canteen, free parking spots in our garage and great access to our office either by car or public transports.
We have a competitive salary, meal allowance, health insurance and much more
You will work in a growing high-tech company with career opportunities within the location or internationally.
In Lisbon we have a down-to-earth culture, experienced and competent employees and a versatile management team. We offer a hybrid work situation and flexible hours to match your rhythm.
We have moved to our brand-new office.
We have a canteen, free parking spots in our garage and great access to our office either by car or public transports.
We have a competitive salary, meal allowance, health insurance and much more
Are you ready for lift-off?
Our core values - Passionate, Together, and Curious - transform challenges into opportunities. Embark on a journey to transcend the ordinary with us. Propel your career to new heights by applying before 02/06/2025. We‘re actively reviewing candidates and will promptly select the ideal fit for our team.
For questions regarding the position, please contact: Carlos Mateus | | carlos.mateus@beyondgravity.com
For questions regarding the recruitment process, please contact: Mari Vargas | | mari.vargas@beyondgravity.com
Beyond Gravity is proud to be an Equal Opportunity Employer. We welcome and encourage applications from all qualified individuals, regardless of race, color, religion, sex, gender, national origin, disability, protected veteran status, or any other legally protected categories.
Applications by e-mail cannot be considered. We do not accept dossiers from recruitment agencies for this position.
