Helpdesk 100% Office

act digital; Portugal; On-site; EUR 26,000 - 38,000; Full time

Job summary

act digital in Portugal is seeking an IT Support specialist to provide L1/L2 technical assistance for desktops and mobile devices. You will install, configure and maintain hardware, operating systems and apps, and troubleshoot across Windows, macOS and iOS.

You will manage incidents via ServiceNow, ensure SLA compliance, and coordinate with IT teams for asset management and deployment projects. Ideal candidates will have strong AD, Office 365, ITIL knowledge, and hands-on experience with

Qualifications

• Provide L1/L2 technical support to users and IT equipment.
• Install, configure and maintain hardware, operating systems and applications.
• Troubleshoot Windows/macOS/iOS, networks, Wi‑Fi, printing and peripherals.
• Manage incidents and service requests via ServiceNow/ITSM, with SLA compliance.
• Maintain IT asset inventory, including device allocation, deployment and warranty information.
• Perform OS deployment/builds, imaging and basic network patching.
• Support user moves, office moves and IT projects.
• Create and maintain technical documentation and knowledge bases.
• Collaborate with local and global IT teams and escalate issues when required.

Responsibilities

• Provide L1/L2 technical support to users and IT equipment.
• Install, configure and maintain hardware, operating systems and applications.
• Troubleshoot Windows/macOS/iOS, networks, Wi‑Fi, printing and peripherals.
• Manage incidents and service requests via ServiceNow/ITSM, ensuring SLA compliance and proper escalation.
• Maintain IT asset inventory, including device allocation, deployment and warranty information.
• Perform OS deployment/builds, imaging and basic network patching.
• Support user moves, office moves and IT projects.
• Perform root cause analysis and issue resolution.
• Create and maintain technical documentation and knowledge bases.
• Collaborate with local and global IT teams and elevate issues when required.

Skills

Windows

macOS

iOS

Active Directory

ITIL

ServiceNow ITSM

SLA management

OS deployment

Hardware troubleshooting

Printer troubleshooting

Office 365

Network connectivity

Tools

ServiceNow

Imaging software

Networking tools

Job description

• Strong knowledge of Windows, macOS and iOS.
• Experience with Active Directory.
• Knowledge of Microsoft Office / Microsoft 365 and Messaging tools.
• Experience with ServiceNow / ITSM, Incident & Request Management and SLA management.
• Knowledge of ITIL.
• Troubleshooting experience across hardware, software, applications, networks, Wi‑Fi, peripherals and printers/MFDs.
• Experience with OS deployment/builds, imaging and reinstallation.
• Support experience with desktops, laptops, thin clients, tablets and mobile devices/iPhones.
• Basic knowledge of network patching and connectivity troubleshooting.
• Experience supporting corporate and third‑party applications.
• Availability for 100% on‑site work in Lisbon or Porto.

Responsibilities

• Provide L1/L2 technical support to users and IT equipment.
• Install, configure and maintain hardware, operating systems and applications.
• Troubleshoot Windows/macOS/iOS, applications, network, Wi‑Fi, printing and peripherals.
• Manage incidents and service requests via ServiceNow/ITSM, ensuring SLA compliance and proper escalation.
• Maintain IT asset inventory, including device allocation, deployment and warranty information.
• Perform OS deployment/builds, imaging and basic network patching.
• Support user moves, office moves and IT projects.
• Perform root cause analysis and issue resolution.
• Create and maintain technical documentation and knowledge bases.
• Collaborate with local and global IT teams and elevate issues when required.