IT Desktop Support Engineer – 100% Onsite

About the role

We are seeking an IT Desktop Support Engineer to provide on‑site assistance to over 12,000 users across multiple locations in Portugal. You will be the primary point of contact for hardware, software, mobility, networking and workplace technology issues, ensuring fast, reliable service and compliance with security standards.

Key responsibilities

• Deliver on‑site and remote support for desktops, laptops, mobile devices, tablets, thin clients, AV equipment and telecom solutions.
• Manage incidents and service requests in ServiceNow, track activities, and meet SLA targets.
• Deploy, configure, upgrade and maintain Windows, macOS and iOS devices, handling lifecycle and asset inventory.
• Troubleshoot corporate networking, Wi‑Fi, device connectivity and printing/MFD issues.
• Support office moves, workplace setups and infrastructure changes while ensuring minimal disruption.
• Maintain documentation, knowledge‑base articles and operational reports.

Required profile

• Experience providing Level 1 and Level 2 desktop support in a fast‑paced enterprise environment.
• Strong troubleshooting skills across hardware, software and operating systems.
• Fluent English with excellent customer‑service and communication abilities.
• Ability to work independently and collaborate effectively within local and global IT teams.

Required skills

• Windows, macOS, iOS operating systems
• Microsoft Office and collaboration tools
• Device management and hardware lifecycle management
• IT Service Management (ITSM) platforms, ServiceNow
• Incident and request management, SLA management
• Asset inventory and reporting
• Network connectivity, Wi‑Fi troubleshooting
• Printing and multifunction device support
• Audio‑visual and telephony equipment support