IT Service Desk — 1st & 2nd Line Support (Portugal)

Axians Portugal; Bobadela; On-site; EUR 18,000 - 26,000; Full time

Job summary

Axians Portugal seeks an IT Technician to provide high-quality end-user support in Portugal. You will handle incidents, service requests and IMACD activities, communicating updates and ensuring SLA adherence.

Key skills include strong problem-solving, customer focus, and fluent English and French. The role requires touchpoints across devices, VPNs, virtualization, and ticketing tools in a fast-paced environment.

Qualifications

• Experience in IT Support, Service Desk, or End-User Support environments.
• Hands-on experience troubleshooting PCs, laptops, tablets, VPNs, and related technologies.
• Knowledge of Microsoft Operating Systems, particularly Windows 11.
• Experience supporting software installations and hardware repairs.
• Understanding of Virtual Machines (VMs) and virtualization concepts.
• Basic knowledge of networking concepts and protocols.
• Knowledge of mobile devices and mobile telephony services.
• Familiarity with ticketing tools and CMDB solutions.
• Ability to follow IT support processes and procedures effectively.

Responsibilities

• Handle incoming end-user requests and incidents, including investigation, troubleshooting, analysis, resolution, and escalation when required.
• Interact with end users via phone, email, and chat.
• Take ownership of incidents and communicate updates throughout their lifecycle.
• Manage both in-policy and out-of-policy service requests.
• Execute IMACD activities.
• Raise authorization requests for service fulfillment when necessary.
• Maintain accurate records of incidents, requests, and resolutions in ticketing systems.
• Ensure compliance with service level agreements (SLAs).
• Collaborate with internal support teams and stakeholders to resolve complex technical issues.
• Contribute to knowledge sharing and continuous service improvement initiatives.

Skills

Problem solving

Customer focus

Multi-tasking

Attention to detail

Adaptability

Team player

Interpersonal skills

English & French

Tools

CMDB solutions

Ticketing tools

Virtual Machines

Windows 11

Job description

Axians Portugal seeks an IT Technician to provide high-quality end-user support in Portugal. You will handle incidents, service requests and IMACD activities, communicating updates and ensuring SLA adherence.

Key skills include strong problem-solving, customer focus, and fluent English and French. The role requires touchpoints across devices, VPNs, virtualization, and ticketing tools in a fast-paced environment.