Support Analyst – L1/L2 IT Technical Support

About the role

We are looking for a seasoned Support Analyst to provide L1/L2 technical assistance to end‑users in our Porto and Lisbon offices. You will ensure rapid resolution of hardware, software, OS and network incidents while maintaining high service levels.

Key responsibilities

• Deliver L1/L2 IT support for Windows, macOS, hardware, software and connectivity issues.
• Diagnose, troubleshoot and resolve incidents within SLA targets.
• Investigate recurring problems, perform root‑cause analysis and contribute to permanent fixes.
• Manage the full lifecycle of workstations and peripherals, including provisioning, configuration, maintenance, replacement and secure decommissioning.
• Support enterprise endpoints, meeting rooms and collaboration tools (Cisco, Microsoft Teams Rooms).
• Automate repetitive tasks using PowerShell or similar scripting languages.
• Maintain IT asset inventory and conduct equipment audits.
• Collaborate with Infrastructure, Security, Systems Administration and Engineering teams during incidents and upgrades.
• Guide junior team members and create technical documentation, troubleshooting guides and knowledge‑base articles.
• Follow ITIL‑based Incident, Problem and Change Management processes.

Required profile

• 6+ years of hands‑on experience in IT user support, service desk or workplace support within a corporate environment.
• Strong analytical and problem‑solving abilities, able to stay calm under pressure.
• Excellent communication skills in English (minimum B2).
• Ability to work independently and collaborate effectively with cross‑functional teams.

Required skills

• Windows operating systems
• macOS configuration and troubleshooting
• Active Directory
• Microsoft 365
• SCCM / Microsoft Configuration Manager
• Mobile Device Management (MDM) solutions
• PowerShell scripting
• PC hardware diagnostics
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN
• Cisco collaboration equipment
• Microsoft Teams Rooms
• ITIL Incident, Problem and Change Management