IT Support Specialist – IT Operations

About the role

As an IT Support Specialist within the IT Operations team, you will ensure a seamless IT experience for users across Scandinavian Tobacco Group’s global organisation. Based in the Lisbon area, you will provide first‑ and second‑line support, maintain Microsoft environments and collaborate with international teams to continuously improve services.

Key responsibilities

• Provide 1st and 2nd line technical support via the Service Hub (TOPdesk).
• Diagnose and resolve incidents related to endpoints, applications, and infrastructure.
• Support and maintain Microsoft environments, including Active Directory, Microsoft 365, Azure (basic), and Endpoint Manager (Intune).
• Manage VPN solutions (Zscaler) and assist users with clear, efficient troubleshooting.
• Create and update technical documentation and knowledge‑base articles.
• Identify recurring issues and contribute to continuous‑improvement initiatives.
• Support the creation of training materials and end‑user guidance.
• Ensure compliance with IT policies, processes, and service level agreements.
• Collaborate with international teams on IT projects.

Required profile

• Proven experience in IT support, helpdesk, or system administration roles.
• Strong troubleshooting and analytical abilities with attention to detail.
• Solid understanding of IT environments, including endpoints, applications, and infrastructure.
• Knowledge of networking fundamentals (LAN).
• Experience working with Windows 10/11, macOS, iOS and Android devices.
• Hands‑on experience with Active Directory and Microsoft 365.
• Basic knowledge of Azure services.
• Familiarity with SAP and industrial scanners is a plus.

Required skills

• TOPdesk (Service Hub)
• Active Directory
• Microsoft 365 (Exchange Online, Teams, etc.)
• Azure (basic level)
• Endpoint Manager (Intune)
• Zscaler VPN
• Windows 10/11
• macOS
• iOS and Android mobile device management
• IT hardware (laptops, peripherals)