Field Support Technician - Paço de Arcos

Inetum2; Paço de Arcos; Presencial; EUR 20 000 - 32 000; Tempo integral

Resumo da oferta

Inetum2 is seeking a Field Support Technician to join a dynamic IT support team. You will deliver on-site and remote assistance to end users, coordinating incidents and service requests while ensuring high service quality.

Based in Paço de Arcos, you will work closely with customers, manage tickets, help deploy images, troubleshoot hardware/software, and monitor SLA targets in a fast-paced environment.

Qualificações

• Experience providing on-site and remote end-user IT support.
• Strong knowledge of Windows; good macOS familiarity.
• Hardware troubleshooting and imaging/deployment experience.

Responsabilidades

• Coordinate team daily activities and incident management.
• Provide on-site and remote IT support to end users.
• Install, configure and deploy desktop images.
• Manage support tickets and monitor SLA targets.
• Produce operational reports and communicate with customers.

Conhecimentos

Windows OS proficiency

macOS knowledge

Hardware troubleshooting

Imaging and deployment

Networking basics

Ticketing/ITSM tools

Customer service

Communication skills

Autonomy under pressure

Ferramentas

Incident/Service desk tools

Descrição da oferta de emprego

We are looking for a Field Support Technician to join a dynamic support team responsible for delivering on-site and remote IT support services to end users.

This role combines hands-on technical support with operational coordination responsibilities, requiring a professional capable of managing incidents and service requests, coordinating team activities, interacting directly with customers, and ensuring high levels of service quality and customer satisfaction.

Responsibilities

• Coordinate the team's daily activities, tasks, and incident management.
• Manage escalations and communicate operational needs and issues to the customer.
• Organize and manage team vacation schedules and absences.
• Provide on-site and remote IT support to end users, ensuring timely resolution of incidents and requests.
• Troubleshoot and resolve hardware and software issues affecting end-user devices.
• Install, configure, and deploy desktop and laptop images.
• Perform network patching activities within communications cabinets and data racks when required.
• Support printers and other IT peripherals.
• Manage and update support tickets with detailed information regarding actions performed and resolutions implemented.
• Monitor ticket queues and ensure compliance with SLA targets.
• Produce operational reports and participate in customer service review meetings.
• Provide customer-facing support and maintain effective communication with stakeholders.
• Work independently in high-pressure environments and manage competing priorities effectively.

Experience

• Experience providing desktop support and end-user IT support services .
• Strong knowledge of Microsoft Windows operating systems.
• Good knowledge of macOS environments.
• Solid understanding of computer hardware, peripherals, and troubleshooting techniques.
• Experience with desktop and laptop imaging and deployment processes.
• Basic knowledge of computer networking concepts.
• Experience working with incident and service request management tools.
• Ability to coordinate operational activities and manage support ticket workloads.
• Strong customer service orientation and communication skills.
• Ability to work autonomously and make decisions in demanding environments.

Languages

• English: Professional working proficiency (mandatory).
• Portuguese: Fluent.

Additional Requirements

• Valid driver's license in Portugal.
• Own vehicle.
• Availability to travel between customer sites, particularly in Paço de Arcos and Carnaxide .
• Availability to provide both on-site and remote support according to business needs.