Helpdesk Engineer - L1

Vastbouw; Porto; On-site; EUR 26,000 - 40,000; Full time

Job summary

Ricoh is seeking an IT Help Desk professional in Porto to provide technical support for hardware, software, and workplace technology issues. You will manage incidents via ticketing systems, ensure SLAs are met, and assist with user accounts using Active Directory and Azure.

You will also help with device management through Intune, escalate complex issues, and document procedures while collaborating with cross-functional teams to improve processes and user experience.

Qualifications

• 4+ years in Help Desk or IT Support
• Strong communication and stakeholder management
• Fluent in Portuguese and English
• Experience with Microsoft technologies

Responsibilities

• Provide technical support for hardware, software, and workplace technology issues.
• Manage, troubleshoot, and resolve incidents through ticketing platforms, ensuring service levels are met.
• Support and maintain user accounts, permissions, and access management using Microsoft Active Directory and Microsoft Azure.
• Assist with device management and endpoint configuration through Microsoft Intune.
• Escalate complex issues to engineering teams when required and coordinate resolution activities.
• Create, update, and maintain technical documentation, procedures, and support workflows.
• Collaborate with cross-functional technical teams to improve support processes and user experience.
• Communicate effectively with users and stakeholders, providing clear updates and recommendations.

Skills

IT Support

Customer Service

Communication

Portuguese & English

Problem Solving

Education

Formal IT/CS/Networking education

Tools

Active Directory

Azure

Intune

ServiceNow

EasyVista

Job description

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025.

At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

Find your place. Transform your future

Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.

People transform when they Love What They Do

This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference.

When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What you will be doing

• Provide technical support for hardware, software, and workplace technology issues.
• Manage, troubleshoot, and resolve incidents through ticketing platforms, ensuring service levels are met.
• Support and maintain user accounts, permissions, and access management using Microsoft Active Directory and Microsoft Azure.
• Assist with device management and endpoint configuration through Microsoft Intune.
• Escalate complex issues to engineering teams when required and coordinate resolution activities.
• Create, update, and maintain technical documentation, procedures, and support workflows.
• Collaborate with cross-functional technical teams to improve support processes and user experience.
• Communicate effectively with users and stakeholders, providing clear updates and recommendations.

You will ideally have

• Formal education in Information Technology, Computer Science, Networking, Telecommunications or a related technical field.
• 4+ years of experience in Help Desk, Service Desk or IT Support environments.
• Strong hands-on experience with Microsoft technologies, including Active Directory, Azure and Intune.
• Experience managing incidents and service requests through enterprise ticketing platforms such as ServiceNow or EasyVista.
• Experience creating and maintaining technical documentation, procedures and support workflows.
• Strong communication and stakeholder management skills.
• Ability to collaborate effectively with technical and cross-functional teams.
• Fluency in Portuguese and English, both written and spoken.
• A proactive mindset, excellent troubleshooting skills and a strong customer-service orientation.

Nice to have:

• Microsoft certifications (Microsoft 365, Azure, Endpoint Management or similar).
• Experience working within enterprise or managed services environments.

In return for your commitment, you can expect

At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life.

Love to Connect

You become part of a global community built on openness, inclusion and genuine collaboration.

Across teams, countries and roles, you'll find people who listen, involve and encourage you - helping you feel valued and able to be yourself every day.

Love to Grow

Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future-ready in a changing world.

Love to Give Back

Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.

Love to Succeed

Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.

We are an equal opportunities employer

We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.