Field Support Technician - Paço de Arcos

Inetum; Paço de Arcos; Híbrido; EUR 18 000 - 30 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Vehicle required

Travel between sites

Resumo da oferta

Inetum is seeking a Field Support Technician to join our on-site and remote IT support team in the Lisbon area. You will handle incidents, service requests, and coordinate daily activities to ensure high-quality service.

You will install images, troubleshoot hardware and software, support printers, manage tickets, and communicate with customers. Travel to Paço de Arcos and Carnaxide is expected as part of the role.

Qualificações

• Experience providing desktop and end-user IT support.
• 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.

Responsabilidades

• 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.

Conhecimentos

Desktop support

Windows OS

macOS

IT hardware

Imaging/deployment

Networking basics

Incident management tools

Ticketing systems

Customer service

Autonomy

English proficiency

Portuguese proficiency

Ferramentas

ITSM tools

Descrição da oferta de emprego

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 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.

Qualifications

• 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.