Field Support Coordinator

About the role

Inetum, a global IT services provider operating in 19 countries, is looking for a Field Support Coordinator in Paço de Arcos. The role oversees the daily operations of a technical support team while providing hands-on end-user support, combining team coordination, incident management and customer communication with on-site and remote IT support.

Key responsibilities

• Coordinate the team's daily activities, incidents and service requests, ensuring efficient task allocation and resolution.
• Act as the main point of contact for operational escalations and customer communications.
• Manage team planning, including holidays, absences and workload distribution.
• Provide on-site and remote IT support to end users according to business and customer needs.
• Troubleshoot and resolve hardware, software and peripheral issues.
• Install and deploy operating system images on PCs and laptops.
• Perform network patching in data cabinets and support printer-related issues.
• Support and troubleshoot Windows and macOS operating systems.
• Update and maintain ticketing systems with details of actions taken and resolutions provided.
• Monitor ticket progress and ensure timely responses and resolutions.

Required profile

• Proven experience in IT Support, End-User Support or Field Services environments.
• Strong coordination, organisational and customer-facing communication skills.
• Ability to work autonomously under pressure.
• Fluency in spoken and written English.
• Valid driving licence in Portugal and availability to travel between customer sites when required.

Required skills

• Strong knowledge of Microsoft Windows and macOS.
• Solid understanding of computer hardware, peripherals and troubleshooting methods.
• Basic knowledge of computer networking concepts.
• Experience with ticketing and incident management processes.
• Knowledge of ITIL practices or an ITIL certification is an advantage.