Desktop Support Engineer (L1)

About the role

The Desktop Support Engineer (Level 1) will deliver on‑site and remote technical assistance to internal users in Lisbon. You will handle hardware, software and operating system issues, log activities in the ticketing system and ensure timely resolution while maintaining high service standards.

Key responsibilities

• Provide first and second‑level support for Windows desktops, laptops, printers and peripheral devices.
• Receive inbound calls, troubleshoot, document steps and resolve incidents in the ticketing system.
• Install, upgrade and configure Windows XP, 7, 8.1, 10, Microsoft Office 2010, Cisco Jabber and approved applications.
• Support basic Mac OS users and manage mobile devices (iOS, Android) with enterprise MDM solutions.
• Collaborate with vendors to resolve complex AV issues and perform remedial repairs on hardware.
• Perform preventive maintenance and use diagnostic tools for network connectivity and hardware diagnostics.
• Maintain clear communication on incident status and ensure SLA compliance.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• CompTIA A+ and/or Microsoft Certified Professional (MCP) certification.
• 2‑3 years of hands‑on IT desktop support experience.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Excellent written and verbal communication skills in English.

Required skills

• Windows 7‑10, Windows XP, Microsoft Office 2010/365.
• Active Directory, Group Policy Objects (GPOs).
• PC hardware installation, printer configuration, and peripheral support.
• Enterprise anti‑virus solutions and help‑desk ticketing systems.
• Mobile Device Management for iOS and Android, enterprise encryption tools.
• Basic knowledge of macOS.
• CompTIA A+ and MCP certifications (preferred).