Field Support Coordinator

SmartRecruiters, Inc.; Paço de Arcos; Presencial; EUR 11 000 - 12 000; Tempo integral

Resumo da oferta

Inetum is seeking a Field Support Coordinator to oversee daily operations of a technical support team and provide hands-on end-user IT support. The role blends team coordination, incident management, and customer communication with on-site and remote activities across client locations.

The successful candidate will manage escalations, plan workloads, and ensure high-quality service delivery while maintaining customer satisfaction. Travel to customer sites will be required as needed.

Qualificações

• Proven experience in IT Support, End-User Support, or Field Services environments.
• Strong knowledge of Windows and macOS operating systems.
• Basic knowledge of computer networking concepts and hardware troubleshooting.
• Experience with ticketing and incident management processes.
• Fluency in English (spoken and written) and a valid driving license in Portugal.
• Willingness to travel between customer sites as required.
• Knowledge of ITIL practices is an advantage.

Responsabilidades

• Coordinate team daily activities, incidents, and service requests for efficient task allocation and resolution.
• Serve as the primary contact for operational escalations and customer communications.
• Manage team planning, including holidays, absences, and workload distribution.
• Provide on-site and remote IT support to end users per business needs.
• Troubleshoot hardware, software, and peripheral issues.
• Install and deploy OS images on PCs and laptops.
• Perform network patching in data cabinets and assist with printers.
• Support Windows and macOS operating systems and keep ticketing updated.
• Work independently in high-pressure environments while maintaining service quality.
• Monitor ticket progress and ensure timely responses aligned with service expectations.

Conhecimentos

IT Support

End-User Support

Windows

macOS

Hardware troubleshooting

Networking basics

Ticketing systems

Coordination

English

Driving licence

Travel readiness

ITIL knowledge

Descrição da oferta de emprego

• Compensation: EUR 1,000 - EUR 1,050 - monthly

Company Description

Inetum is a global leader in IT services, dedicated to delivering innovative solutions to its clients. We are committed to fostering a dynamic, inclusive, and diverse work environment where creativity and collaboration can thrive. We operate in 19 countries and have more than 28,000 employees worldwide.

If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the right place for you! Come and be part of Inetum!

Job Description

We are looking for anField Support Coordinator to oversee the daily operations of a technical support team while providing hands-on end-user support. This role combines team coordination, incident management, and customer communication with on-site and remote IT support activities. The successful candidate will be responsible for managing operational escalations, coordinating team workloads, and ensuring high-quality service delivery across client locations.

Responsibilities:

• Coordinate the team's daily activities, incidents, and service requests, ensuring efficient task allocation and resolution.
• Act as the primary point of contact for operational escalations and customer communications.
• Manage team planning, including holidays, absences, and workload distribution.
• Provide on-site and remote IT support to end users, according to business and customer needs.
• Troubleshoot and resolve hardware, software, and peripheral issues.
• Install and deploy operating system images on PCs and laptops.
• Perform network patching activities within data cabinets and support printer-related issues.
• Support and troubleshoot Windows and macOS operating systems.
• Update and maintain ticketing systems with detailed information regarding actions performed and resolutions provided.
• Work independently in high-pressure environments while maintaining service quality and customer satisfaction.
• Monitor ticket progress and ensure timely responses and resolutions in line with service expectations.

Qualifications

• Proven experience in IT Support, End-User Support, or Field Services environments.
• Strong knowledge of Microsoft Windows and macOS operating systems.
• Solid understanding of computer hardware, peripherals, and troubleshooting methodologies.
• Basic knowledge of computer networking concepts.
• Experience with ticketing and incident management processes.
• Strong coordination, organizational, and customer-facing communication skills.
• Ability to work autonomously and effectively under pressure.
• Fluency in English (spoken and written).
• Valid driving license in Portugal.
• Availability to travel between customer sites when required.
• Knowledge of ITIL practices or an ITIL certification will be considered an advantage.