IT Service Desk: 1st & 2nd Line Support Specialist

Axians; Portugal; Remote; EUR 24,000 - 32,000; Full time

Job summary

Axians is seeking an IT Technician in Portugal to provide high-quality end-user support, resolve incidents and service requests, and ensure service continuity across IT environments. The role acts as a key contact with customers and stakeholders, delivering excellent service and maintaining SLAs.

You will handle requests via multiple channels, own incidents through lifecycle, and contribute to knowledge sharing and service improvements in a fast-paced environment.

Qualifications

• Experience in IT Support, Technical 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 (Install, Move, Add, Change, and Dispose) 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.

Job description

Axians is seeking an IT Technician in Portugal to provide high-quality end-user support, resolve incidents and service requests, and ensure service continuity across IT environments. The role acts as a key contact with customers and stakeholders, delivering excellent service and maintaining SLAs.

You will handle requests via multiple channels, own incidents through lifecycle, and contribute to knowledge sharing and service improvements in a fast-paced environment.