Impactful IT Service Desk — 1st & 2nd Line Support

Axians; Lisboa; On-site; EUR 18,000 - 28,000; Full time

Job summary

Axians is looking for an IT Technician to join our team in Portugal. You will provide high-quality technical support to end users, ensuring efficient incident resolution and service requests while maintaining service continuity across IT environments.

You will handle requests via phone, email and chat, take ownership of incidents, manage policy-compliant service requests, and collaborate with internal teams to resolve complex issues, contributing to continuous improvement.

Qualifications

• Experience in IT Support, Tech Support or Service Desk environments.
• Hands-on troubleshooting of PCs, laptops, tablets, VPNs and related tech.
• Knowledge of Windows 11 and basic networking concepts.
• Familiarity with ticketing tools and CMDB solutions.

Responsibilities

• Handle end-user requests and incidents, including investigation and resolution.
• Interact with end users via phone, email, and chat.
• Take ownership of incidents and communicate updates.
• Execute IMACD activities and raise authorization requests when needed.
• Maintain accurate records in ticketing systems and ensure SLAs are met.
• Collaborate with internal support teams to resolve complex issues.

Skills

End-user Support

Troubleshooting

Customer Service

Windows 11

VMs

Networking basics

Tools

Ticketing tools

CMDB

Job description

Axians is looking for an IT Technician to join our team in Portugal. You will provide high-quality technical support to end users, ensuring efficient incident resolution and service requests while maintaining service continuity across IT environments.

You will handle requests via phone, email and chat, take ownership of incidents, manage policy-compliant service requests, and collaborate with internal teams to resolve complex issues, contributing to continuous improvement.