IT Helpdesk & Support Engineer

Decskill; Lisboa; Presencial; EUR 22 000 - 34 000; Tempo integral

Resumo da oferta

Decskill, an IT consulting company with over 10 years of experience, is seeking an IT Technical Support to join our Lisbon team. You will provide end-user support for ~12,000 users, handle desktop issues, and work across Windows, macOS, and iOS platforms.

You will collaborate with local and global IT teams, maintain assets, document processes, and support moves and deployments in a high-tempo production environment.

Qualificações

• Experience in Level 1 and 2 desktop support (hardware & software).
• Proficient with Windows and macOS environments.
• Experience supporting Office and messaging products.
• Experience with mobile devices (iPhone, laptops, tablets).
• Strong customer service mindset and communication skills.
• Willingness to collaborate with global teams across locations.

Responsabilidades

• Provide end-user IT support for a large-scale environment (~12,000 users).
• Serve as primary desktop support contact for incident resolution and service requests.
• Provide 1st and 2nd line support for hardware/software issues.
• Troubleshoot apps, networks, peripherals, and desktops on-site with some remote work.
• Support deployment, configuration, and maintenance of desktop hardware and tooling.
• Maintain IT asset records and perform inventory reporting.
• Assist with moves, site surveys, and project-related moves.
• Ensure IT policies and SLAs are followed and documented.

Conhecimentos

Customer service

English fluency

Strong communication

Team collaboration

Independent worker

Attention to detail

Formação académica

ITIL Foundation certification

Microsoft certifications

Ferramentas

ITSM tools

Microsoft Office

Descrição da oferta de emprego

We are growing. And we are looking for talented people.

At Decskill, we believe that technological excellence is driven by human talent.

We are an IT consulting company with more than 10 years of consolidated experience in the market, focused on building long-term relationships with both our clients and our people. Today, we are a community of over 800 professionals, working from Lisbon, Porto, and Madrid, contributing to impactful technology initiatives.

As part of the Astek Group, we combine a strong local culture with a global presence, being active in around 23 countries across 4 continents. This allows us to offer an international context, diverse challenges, and long-term career opportunities, while staying close to our teams.

We are looking for an IT Technical Support!

Responsibilities:

• Provide end-user IT support services in a large-scale environment, supporting approximately 12,000 users.
• Act as the primary point of contact for desktop support issues, responding promptly to technical queries and service requests.
• Provide first-line and second-line support for hardware and software issues, ensuring minimal disruption to daily operations.
• Troubleshoot applications, network connectivity, peripheral equipment, and desktop systems, primarily on-site, with remote support when required.
• Support the provisioning, deployment, configuration, and maintenance of desktop hardware, software, and IT tooling.
• Deploy and support desktops, laptops, thin clients, tablets, telecommunications, audio-visual equipment, and mobile devices.
• Apply corporate operating systems and support Windows, macOS, and iOS platforms.
• Perform application troubleshooting, installation, reinstallation, and lifecycle support for existing, bespoke, and newly introduced applications.
• Use ITSM tools to manage incidents and service requests, ensuring SLAs are met and all administrative tasks are completed according to service guidelines.
• Track and document all support interactions and escalati
• Support user moves, including site surveys, ad-hoc moves, post-move support, and project-related moves.
• Provide support for multifunction devices and printing services.
• Perform corporate network and Wi-Fi troubleshooting, patching, and root cause analysis.
• Support mobility services and act as an effective point of escalation for mobile-related issues.
• Maintain accurate IT asset records, including device deployments, user assignments, stock inventory, and warranty information.
• Work closely with IT teams to provide inventory reports and support effective asset management.
• Support disaster recovery processes and related IT requirements.
• Participate in projects involving transitions, alignments, transformations, and new technology requirements.
• Create and maintain knowledge bases and key technical documentation.
• Prepare reports, perform ad-hoc analysis, and provide clear summaries of operational data.
• Follow established service, security, and local IT policies and procedures.
• Collaborate closely with local and global IT teams to ensure a consistent and high-quality support service.
• Work on a morning shift rotation according to location and support requirements, with flexibility to provide support at other locations when required.

Requirements:

• Proven experience in Level 1 and Level 2 desktop support, covering both hardware and software.
• Strong experience with Windows and macOS environments.
• Experience supporting Microsoft Office and messaging products.
• Experience supporting mobile devices, including iPhones, laptops, and tablets.
• Strong customer service and customer-oriented mindset.
• Excellent written and verbal communication skills.
• Ability to work independently while also contributing effectively as part of a team.
• Experience using ITSM tools for incident and service request management.
• Awareness of Microsoft operating system deployment methodologies and related tools.
• Experience troubleshooting a variety of applications, including both in-house and third-party solutions.
• Ability to manage users with different profiles and requirements.
• Strong reporting and minute-writing skills.
• Good negotiation and interpersonal skills.
• Ability to work effectively in a high-tempo production environment while also contributing to project activities.
• Ability to plan and manage own activities with minimal supervision.Flexibility, adaptability, and an open-minded approach to changing support requirements.
• Willingness to collaborate with local and global teams and provide support across different locations when required.
• Previous experience in the banking or financial services sector is required.
• Knowledge of banking and financial software is a plus.
• ITIL Foundation certification or equivalent is a plus.
• Microsoft certifications are a plus.
• Hardware certifications are a plus.
• Fluent English is mandatory.

Are you looking for an environment that values curiosity and commitment? Here, your contribution has real impact and individual growth is taken seriously.

Find with us the right opportunity to grow!

What you can expect from us:

• Long-term projects with national and international context (if applicable)
• Opportunities to grow technically and professionally
• A people-first culture, focused on transparency and trust
• Teams that value ownership, collaboration and stability.

Decskill is committed to equality and non-discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.