IT Technical Support Technician (Helpdesk)

About the role

Empa‑T is looking for an IT Technical Support Technician to join its large‑scale international banking environment in Portugal. You will provide Level 1 and Level 2 desktop support to more than 12,000 users, ensuring a stable and secure workplace technology environment.

Key responsibilities

• Serve as the primary point of contact for desktop support issues and service requests.
• Provide Level 1 and Level 2 support for Windows, macOS, Microsoft Office, messaging platforms, mobile devices, networking, and peripherals.
• Deploy, configure, and maintain desktops, laptops, tablets, thin clients, mobile devices, AV equipment, and telecom solutions.
• Manage OS installations, device imaging, software lifecycle, and asset inventory using ServiceNow.
• Support corporate networking, Wi‑Fi troubleshooting, office moves, and printing services.
• Contribute to disaster‑recovery preparedness and maintain technical documentation.

Required profile

• Minimum 3 years of experience in IT Desktop Support, End‑User Support, or Workplace Services.
• Proven ability to handle Level 1 and Level 2 technical issues in a large enterprise environment.
• Strong customer‑service orientation and stakeholder‑management skills.
• Excellent written and verbal communication in English.

Required skills

• Windows operating system support.
• macOS support.
• Microsoft Office Suite.
• ServiceNow or other ITSM platforms.
• Device imaging and OS deployment methodologies.
• Endpoint management tools.
• Networking and Wi‑Fi troubleshooting.
• Audio‑visual and telecom equipment support.
• Printing and multifunction device management.