IT Help Desk Service Specialist (L1/L2 Support)

About the role

We are looking for an IT Help Desk Service Specialist to provide first‑ and second‑line support in a high‑security, international environment. The role is on‑site in Oeiras and focuses on ensuring smooth IT operations, rapid issue resolution, and compliance with security procedures.

Key responsibilities

• Deliver L1/L2 support for hardware, software and Windows‑related incidents.
• Perform Windows 10/11 installation, configuration and updates using SCCM.
• Manage Active Directory accounts, Group Policies and Windows updates.
• Troubleshoot network connectivity problems and coordinate with infrastructure teams.
• Support peripherals such as printers, scanners, mobile devices and video‑teleconference systems.
• Maintain endpoint protection, assist with incident response and follow security policies.
• Document incidents in the ITSM ticketing system and create SOPs and troubleshooting guides.

Required profile

• 3–5 years of experience in IT Help Desk or End‑User Support.
• Proven ability to resolve hardware, software and network issues.
• Professional English proficiency (minimum B2).
• Eligibility to work on‑site in Oeiras and in a security‑clearance environment.

Required skills

• Windows 10 / Windows 11 administration
• SCCM / Configuration Manager
• Active Directory and Group Policy management
• Windows Update management
• ITSM ticketing systems
• Hardware and software troubleshooting
• Network connectivity troubleshooting
• Endpoint protection and malware prevention