Service Desk 1st & 2nd Line IT Technician

About the role

We are looking for an IT Technician to join our team in Portugal, providing first‑ and second‑line service‑desk support to end users. The role involves handling incidents, service requests and IMACD activities while ensuring high‑quality customer service and compliance with SLAs.

Key responsibilities

• Receive and resolve end‑user requests and incidents via phone, email and chat, escalating when necessary.
• Execute IMACD (Install, Move, Add, Change, Dispose) tasks and raise authorization requests for service fulfillment.
• Maintain accurate records in ticketing systems and ensure SLA compliance.
• Collaborate with internal support teams to troubleshoot complex technical issues.
• Contribute to knowledge sharing and continuous service‑improvement initiatives.

Required profile

• Proven experience in IT Support, Service Desk or End‑User Support environments.
• Hands‑on troubleshooting of PCs, laptops, tablets and VPN connections.
• Knowledge of Microsoft Windows 11 and software installation processes.
• Experience with hardware repairs and understanding of virtual machines and virtualization concepts.
• Basic networking knowledge and familiarity with mobile device support.
• Experience using ticketing tools and CMDB solutions.

Required skills

• PC, laptop and tablet troubleshooting
• VPN configuration and support
• Windows 11 operating system
• Software installation and hardware repair
• Virtual Machines and virtualization concepts
• Basic networking protocols
• Mobile device and telephony support
• Ticketing tools and CMDB usage

What we offer

• Opportunity to shape the future of a company undergoing deep transformation.
• High visibility with direct influence on executive decision‑making.
• Work with modern AI technologies in an innovative team.
• Competitive compensation and growth opportunities.
• Inclusive environment that supports diversity and provides reasonable accommodations.