IT Support Specialist

First who:

• Experienced IT Support Technician with more than 3 years of professional experience and strong experience in Level 1 & 2 hardware and software support
• Strong expertise in Windows, MacOS, Microsoft Office, messaging products, and mobile device support
• Hands-on experience supporting desktops, laptops, thin clients, tablets, iPhones, telecoms, audio-visual and other corporate devices
• Good understanding of Microsoft OS deployment/build methodologies and enterprise application installation and troubleshooting
• Knowledge of corporate networking and Wi-Fi, including patching, troubleshooting, and root cause analysis
• Experience using ITSM tools such as ServiceNow to manage incidents, service requests, assets, and SLAs
• Experience troubleshooting both in-house and third-party applications
• Able to manage priorities independently while collaborating effectively with local, Portugal-wide, and global IT support teams
• Comfortable working 100% on-site and on a rotating shift basis

What You'll Do:

• Provide Level 1 and Level 2 desktop support to users, ensuring efficient resolution of hardware and software incidents and service requests
• Deploy, configure, maintain, and support desktops, laptops, thin clients, tablets, mobile devices, and other IT equipment
• Apply and maintain corporate Windows, MacOS, and iOS operating systems across supported devices
• Install, reinstall, troubleshoot, and support core build software and business applications
• Use ServiceNow to manage incidents, user requests, assets, and administrative tasks
• Provide support for Microsoft Office, messaging solutions, and other corporate applications
• Support mobile services and devices, including iPhones, laptops, and tablets
• Troubleshoot corporate networking and Wi-Fi issues, including patching and root cause analysis
• Maintain accurate IT asset and inventory records, including device deployments, user assignments, and warranty information
• Work closely with IT Desktop Controls to provide stock and inventory reports
• Create and maintain technical documentation, knowledge bases, procedures, and support guides
• Produce reports, meeting minutes, data analysis, and operational summaries as required
• Escalate incidents appropriately and coordinate with relevant technical teams when required
• Support disaster recovery processes and related operational requirements
• Contribute to transition, alignment, transformation, and other IT projects
• Collaborate with local and global IT teams to ensure consistent and effective support across regions

What We're Looking For:

• 3–5 years of professional experience in Desktop Support, End User Computing, or IT Service Desk environments
• Proven Level 1 & Level 2 hardware and software troubleshooting experience Strong knowledge of Windows and MacOS
• Experience supporting Microsoft Office and messaging products
• Hands-on experience with mobile devices, including iPhones, laptops, and tablets
• Experience with ITSM / incident management tools, preferably ServiceNow
• Knowledge of Microsoft OS deployment/build methodologies and tools
• Knowledge of networking and Wi-Fi troubleshooting
• Excellent reporting, documentation, and minute-writing skills
• Ability to manage a high-tempo production environment while contributing to project activities
• Strong organizational skills and the ability to manage priorities with minimal supervision
• Fluent English is required
• Position based in Porto or Lisbon
• Availability to work on-site, on a Monday-to-Friday rotating shift schedule between 08:00 and 19:00 (8:00–17:00 / 9:00–18:00 / 10:00–19:00)

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