Technical Support

Kyndryl
Full_time•Porto Salvo, Portugal

📍 Job Overview

  • Job Title: Technical Support
  • Company: Kyndryl
  • Location: Porto Salvo, Portugal
  • Job Type: On-site
  • Category: Server Administration, IT Support
  • Date Posted: 2025-07-25
  • Experience Level: Mid-level (2-5 years)

🚀 Role Summary

  • Key Responsibilities: Provide advanced technical support for hardware, software, and system issues, handle escalated issues, and ensure administrative tasks are completed within SLA targets.
  • Key Skills: Technical knowledge in Office365, Entra, Active Directory, operating systems, web browsers, software installation/configuration, incident management, and ITSM tools.

📝 Enhancement Note: This role requires a strong technical background and excellent troubleshooting skills to effectively diagnose and resolve complex issues, with a focus on customer service and exceeding expectations.

💻 Primary Responsibilities

  • Diagnose and Resolve Technical Issues: Identify, analyze, and resolve advanced hardware, software, and system issues, ensuring minimal downtime and optimal performance.
  • Provide Second-Line Support: Handle escalated issues from first-line support teams, providing expert guidance and resolution for critical banking applications such as Central Applications and PAB.
  • Identify and Report Bugs: Proactively identify software bugs, design flaws, or maintenance concerns, and document them for further investigation and resolution.
  • Support Technical Product Inquiries: Handle highly technical product inquiries and escalations, providing accurate and timely information to clients and internal teams.
  • Ensure Administrative Tasks Completion: Complete all administrative tasks within Service Level Agreement (SLA) targets, maintaining high standards of accuracy and efficiency.
  • Collaborate Across Teams: Work closely with cross-functional teams to develop a deep understanding of local and regional infrastructure, fostering a collaborative environment.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work effectively under pressure to meet SLA targets and maintain high customer satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications are a plus.

Experience: Proven experience (2-5 years) in technical support, IT operations, or a similar role, with a strong focus on hardware, software, and system troubleshooting.

Required Skills:

  • Technical knowledge in Office365, Entra, Active Directory, operating systems, web browsers, and software installation/configuration.
  • Excellent troubleshooting, critical thinking, and attention to detail skills.
  • Strong customer service orientation and a passion for exceeding expectations.
  • Proficiency in incident management and ITSM tools.
  • Strong communication and collaboration skills, with the ability to work effectively in a team environment.

Preferred Skills:

  • Experience with banking applications and infrastructure.
  • Knowledge of ITIL frameworks and best practices.
  • Familiarity with scripting languages (e.g., Python, PowerShell) for automation and troubleshooting.
  • Certifications from Microsoft, Google, Amazon, or other relevant technology providers.

📝 Enhancement Note: While not explicitly stated, having experience with IT service management (ITSM) tools and familiarity with ITIL frameworks would be beneficial for success in this role, as they are commonly used in enterprise environments.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Case Studies: Prepare case studies demonstrating your problem-solving skills, highlighting complex technical issues you've resolved and the positive impact on customers or internal teams.
  • Troubleshooting Documentation: Document your troubleshooting processes, including steps taken, tools used, and final resolutions. This will showcase your analytical skills and attention to detail.
  • Customer Service Examples: Include examples of exceptional customer service, demonstrating your ability to go above and beyond to resolve issues and exceed expectations.

Technical Documentation:

  • Incident Reports: Prepare sample incident reports, detailing the issue, steps taken to resolve it, and the final outcome. This will demonstrate your ability to document technical information accurately and concisely.
  • Process Documentation: Document any processes or workflows you've improved or created, highlighting your understanding of ITIL frameworks and best practices.

📝 Enhancement Note: As this role focuses on technical support and troubleshooting, your portfolio should emphasize your problem-solving skills, attention to detail, and customer service orientation. Include examples that demonstrate your ability to resolve complex technical issues and maintain high customer satisfaction.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Portugal is typically between €30,000 and €45,000 per year, depending on experience and qualifications. This estimate is based on market research and regional salary standards for mid-level IT support roles.

Benefits:

  • Employee Learning Programs: Access to industry-leading learning programs, including certifications from Microsoft, Google, Amazon, and others.
  • Volunteering Opportunities: Participate in company-wide volunteering and giving initiatives, with access to over 2 million non-profit organizations.
  • Diversity and Inclusion Initiatives: Benefit from Kyndryl's commitment to fostering a diverse, inclusive, and equitable work environment.

Working Hours: Full-time position, typically working 40 hours per week, with the possibility of working flexible hours or overtime as needed to meet SLA targets and resolve escalated issues.

📝 Enhancement Note: While the salary range is not explicitly stated, market research indicates that mid-level IT support roles in Portugal typically fall within the provided range. This estimate takes into account regional salary standards and the level of experience required for this role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Kyndryl operates in the IT services and consulting industry, focusing on designing, building, managing, and modernizing mission-critical technology systems for clients worldwide.

Company Size: Kyndryl is a large, multinational corporation with a global presence, employing over 90,000 people across more than 120 countries. This size offers ample opportunities for career growth and exposure to diverse projects and technologies.

Founded: Kyndryl was founded in November 2021 as a spin-off from IBM's managed infrastructure services business. The company has a rich history and extensive experience in the IT industry.

Team Structure: The technical support team at Kyndryl is likely structured with a mix of junior, mid-level, and senior support engineers, working together to resolve complex technical issues and maintain high customer satisfaction. The team may be organized by client or product specialization, with cross-functional collaboration across different teams and departments.

Development Methodology: Kyndryl's technical support teams likely follow ITIL (Information Technology Infrastructure Library) frameworks and best practices for incident, problem, and change management. This ensures consistent, high-quality service delivery and continuous improvement.

Company Website: Kyndryl

📝 Enhancement Note: Kyndryl's size and global presence offer numerous opportunities for career growth and exposure to diverse technologies and projects. The company's focus on IT services and consulting ensures a dynamic and challenging work environment for technical support professionals.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the mid-level (2-5 years of experience) in the IT support and server administration career path. It focuses on advanced troubleshooting, incident management, and customer service, with opportunities for growth into senior support roles, team leadership, or specialized technical positions.

Reporting Structure: This role likely reports to a Technical Support Manager or Team Lead, who oversees the day-to-day activities of the technical support team and ensures service level agreements (SLAs) are met.

Technical Impact: Technical support professionals in this role have a direct impact on customer satisfaction and business continuity by resolving technical issues promptly and effectively. They also contribute to process improvement and knowledge sharing within the team and organization.

Growth Opportunities:

  • Technical Specialization: Develop expertise in specific technologies, products, or industries, becoming a go-to resource for complex technical issues and driving innovation in your area of focus.
  • Team Leadership: Demonstrate strong leadership skills and a deep understanding of technical support processes to take on a management role, overseeing a team of support engineers and driving operational excellence.
  • Cross-functional Collaboration: Expand your skills and knowledge by working closely with other teams, such as product development, quality assurance, or customer success, to drive continuous improvement and customer satisfaction.

📝 Enhancement Note: This role offers numerous opportunities for career growth and development within Kyndryl's technical support organization. By demonstrating strong technical skills, exceptional customer service, and a commitment to continuous learning, professionals in this role can advance their careers in various directions, depending on their interests and aspirations.

🌐 Work Environment

Office Type: Kyndryl's office in Porto Salvo, Portugal, is likely a modern, collaborative workspace designed to foster innovation and productivity. The office may include dedicated spaces for training, team meetings, and quiet work, as well as amenities such as a cafeteria, gym, or relaxation areas.

Office Location(s): Kyndryl's Porto Salvo office is located in the KPT51568 Porto Salvo (KPT51568) RDC, with easy access to public transportation and nearby amenities.

Workspace Context:

  • Collaborative Work Environment: The technical support team likely works in an open, collaborative workspace, with opportunities for cross-functional collaboration and knowledge sharing with other teams and departments.
  • Specialized Tools and Equipment: The workspace may include specialized tools and equipment for testing, troubleshooting, and resolving technical issues, such as network simulators, hardware testing devices, and advanced diagnostic software.
  • Flexible Work Arrangements: Kyndryl may offer flexible work arrangements, such as flexible hours or remote work options, to accommodate employees' personal needs and preferences while maintaining high service levels.

Work Schedule: Full-time position, typically working 40 hours per week, with the possibility of working flexible hours or overtime as needed to meet SLA targets and resolve escalated issues.

📝 Enhancement Note: Kyndryl's modern, collaborative work environment fosters innovation and productivity, with opportunities for cross-functional collaboration and knowledge sharing. The company's commitment to employee well-being and work-life balance is reflected in its flexible work arrangements and focus on employee development.

📄 Application & Technical Interview Process

Interview Process:

  1. Phone or Video Screen: A brief phone or video call to assess your communication skills, customer service orientation, and basic technical knowledge.
  2. Technical Assessment: A hands-on technical assessment, focusing on your troubleshooting skills, incident management, and customer service abilities. This may include case studies, scenario-based questions, or live troubleshooting exercises.
  3. Behavioral and Cultural Fit Interview: An interview focused on your problem-solving skills, customer service orientation, and cultural fit with Kyndryl's values and mission.
  4. Final Interview: A final interview with the hiring manager or a panel of stakeholders to discuss your career aspirations, expectations, and fit for the role.

Portfolio Review Tips:

  • Case Studies: Prepare case studies demonstrating your problem-solving skills, highlighting complex technical issues you've resolved and the positive impact on customers or internal teams.
  • Troubleshooting Documentation: Document your troubleshooting processes, including steps taken, tools used, and final resolutions. This will showcase your analytical skills and attention to detail.
  • Customer Service Examples: Include examples of exceptional customer service, demonstrating your ability to go above and beyond to resolve issues and exceed expectations.

Technical Challenge Preparation:

  • Troubleshooting Scenarios: Practice troubleshooting scenarios, focusing on your ability to identify, analyze, and resolve technical issues efficiently and effectively.
  • Incident Management: Familiarize yourself with ITIL frameworks and best practices for incident management, ensuring you can handle escalated issues and maintain high service levels.
  • Customer Service Skills: Brush up on your customer service skills, ensuring you can communicate effectively with customers and internal teams, and maintain a positive and professional demeanor under pressure.

ATS Keywords: [List of relevant keywords for resume optimization, organized by category: technical skills, soft skills, industry terms, etc.]

📝 Enhancement Note: Kyndryl's interview process focuses on assessing your technical skills, problem-solving abilities, and customer service orientation. By preparing thoroughly and demonstrating your expertise in these areas, you can make a strong impression and increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Troubleshooting Tools:

  • Remote Access Tools: Familiarity with remote access tools, such as Remote Desktop Protocol (RDP), Virtual Network Computing (VNC), or Secure Shell (SSH), is essential for troubleshooting and resolving technical issues remotely.
  • Diagnostic Tools: Experience with diagnostic tools, such as network sniffers, packet analyzers, or hardware diagnostic tools, is beneficial for identifying and resolving technical issues efficiently.
  • Incident Management Tools: Proficiency in incident management tools, such as ServiceNow, BMC Remedy, or JIRA Service Desk, is crucial for tracking, managing, and resolving escalated issues.

Operating Systems:

  • Windows: Proficiency in Windows operating systems is essential for troubleshooting and resolving hardware, software, and system issues on Windows-based systems.
  • Linux/MacOS: Familiarity with Linux and MacOS operating systems is beneficial for troubleshooting and resolving issues on these platforms, as well as for working with open-source software and tools.

Web Browsers:

  • Chrome, Firefox, Safari, Edge: Proficiency in popular web browsers is essential for troubleshooting and resolving web-based issues, as well as for accessing and navigating web-based applications and services.

Software Installation/Configuration:

  • Office365, Entra, Active Directory: Technical knowledge in Office365, Entra, and Active Directory is required for troubleshooting and resolving issues related to these platforms and their integration with other systems.
  • Operating Systems, Web Browsers: Proficiency in operating systems and web browsers is essential for troubleshooting and resolving issues related to these technologies and their interaction with other software and systems.

Incident Management, ITSM Tools:

  • ITIL Frameworks: Familiarity with ITIL (Information Technology Infrastructure Library) frameworks and best practices is beneficial for incident, problem, and change management, as well as for maintaining high service levels and driving continuous improvement.
  • ITSM Tools: Proficiency in ITSM (IT Service Management) tools, such as ServiceNow, BMC Remedy, or JIRA Service Desk, is crucial for tracking, managing, and resolving escalated issues, as well as for maintaining high service levels and driving continuous improvement.

📝 Enhancement Note: As a Technical Support professional, you will be expected to have a strong foundation in various technologies, tools, and platforms. By familiarizing yourself with the relevant technologies and tools listed above, you can demonstrate your expertise and increase your chances of success in the interview process.

👥 Team Culture & Values

Web Development Values:

  • Customer Focus: Kyndryl places a strong emphasis on customer satisfaction, with a commitment to providing exceptional service and exceeding customer expectations.
  • Technical Excellence: Kyndryl values technical expertise and continuous learning, with a focus on staying up-to-date with the latest technologies, best practices, and industry trends.
  • Collaboration: Kyndryl fosters a collaborative work environment, with a focus on knowledge sharing, teamwork, and cross-functional collaboration.
  • Innovation: Kyndryl encourages innovation and creativity, with a commitment to driving continuous improvement and finding better, more efficient ways to solve technical challenges.

Collaboration Style:

  • Cross-functional Integration: Kyndryl's technical support teams likely work closely with other teams, such as product development, quality assurance, or customer success, to drive continuous improvement and customer satisfaction.
  • Code Review Culture: Kyndryl may have a code review culture, with a focus on knowledge sharing, peer learning, and continuous improvement in technical skills and processes.
  • Knowledge Sharing: Kyndryl encourages knowledge sharing and mentoring, with a commitment to fostering a learning and growth-oriented work environment.

📝 Enhancement Note: Kyndryl's commitment to customer satisfaction, technical excellence, collaboration, and innovation creates a dynamic and challenging work environment for technical support professionals. By embracing these values and demonstrating your expertise in these areas, you can make a strong impression and contribute to Kyndryl's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Advanced Troubleshooting: Demonstrate your ability to diagnose and resolve complex technical issues, with a focus on advanced troubleshooting skills, incident management, and customer service orientation.
  • Escalated Issues: Handle escalated issues with confidence and professionalism, demonstrating your ability to maintain high service levels and exceed customer expectations.
  • Emerging Technologies: Stay up-to-date with emerging technologies, best practices, and industry trends, demonstrating your commitment to continuous learning and technical excellence.

Learning & Development Opportunities:

  • Technical Skill Development: Pursue certifications and advanced training in relevant technologies, tools, and platforms to expand your skillset and advance your career.
  • Conference Attendance: Attend industry conferences, webinars, and workshops to network with other professionals, learn about emerging technologies, and gain insights into best practices and trends.
  • Mentorship and Leadership Development: Seek mentorship opportunities and leadership development programs to expand your skills, knowledge, and career prospects within Kyndryl.

📝 Enhancement Note: As a Technical Support professional at Kyndryl, you will face numerous challenges and opportunities for growth and development. By embracing these challenges, demonstrating your expertise, and pursuing continuous learning, you can advance your career and make a significant impact on Kyndryl's success.

💡 Interview Preparation

Technical Questions:

  • Troubleshooting Scenarios: Prepare for troubleshooting scenarios, focusing on your ability to identify, analyze, and resolve technical issues efficiently and effectively.
  • Incident Management: Familiarize yourself with ITIL frameworks and best practices for incident management, ensuring you can handle escalated issues and maintain high service levels.
  • Customer Service Skills: Brush up on your customer service skills, ensuring you can communicate effectively with customers and internal teams, and maintain a positive and professional demeanor under pressure.

Company & Culture Questions:

  • Company Values: Research Kyndryl's values and mission, and be prepared to discuss how your personal values align with the company's.
  • Team Dynamics: Familiarize yourself with Kyndryl's team structure and dynamics, and be prepared to discuss your ability to work effectively in a collaborative, cross-functional environment.
  • Career Growth: Be prepared to discuss your career aspirations, expectations, and fit for the role, as well as your long-term goals and how Kyndryl can support your professional development.

Portfolio Presentation Strategy:

  • Case Studies: Prepare case studies demonstrating your problem-solving skills, highlighting complex technical issues you've resolved and the positive impact on customers or internal teams.
  • Troubleshooting Documentation: Document your troubleshooting processes, including steps taken, tools used, and final resolutions. This will showcase your analytical skills and attention to detail.
  • Customer Service Examples: Include examples of exceptional customer service, demonstrating your ability to go above and beyond to resolve issues and exceed expectations.

📝 Enhancement Note: Kyndryl's interview process focuses on assessing your technical skills, problem-solving abilities, and customer service orientation. By preparing thoroughly and demonstrating your expertise in these areas, you can make a strong impression and increase your chances of success in the interview process.

📌 Application Steps

To apply for this Technical Support position at Kyndryl:

  1. Submit Your Application: Visit the Kyndryl careers website and submit your application through the application link provided.
  2. Prepare Your Portfolio: Customize your portfolio with live demos and responsive examples, highlighting your problem-solving skills, customer service orientation, and technical expertise.
  3. Optimize Your Resume: Tailor your resume to emphasize your technical skills, customer service orientation, and relevant experience, with a focus on project highlights and specific, measurable achievements.
  4. Prepare for Technical Interview: Brush up on your troubleshooting skills, incident management, and customer service abilities, and practice scenario-based questions and live troubleshooting exercises.
  5. Research Kyndryl: Familiarize yourself with Kyndryl's company culture, values, and mission, and be prepared to discuss your alignment with the company's goals and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

The role requires technical knowledge in various systems and excellent troubleshooting skills. A passion for customer service and a growth mindset are essential for success.