IT Support Engineer (L1/L2) | On-Site | Lisbon or Porto

act digital; Porto; On-site; EUR 18,000 - 30,000; Full time

Job summary

act digital is seeking an experienced IT Support Engineer to provide frontline technical support across on-site locations in Porto and Lisbon.

You will handle L1/L2 desktop support, manage hardware and software issues, and collaborate with global IT teams to ensure smooth operations.

This role requires strong knowledge of Windows and macOS, Office, ITSM tools like ServiceNow, and a customer-focused, independent work style.

Qualifications

• Experience providing L1/L2 desktop support across multiple sites.
• Strong knowledge of Windows and macOS environments.
• Experience supporting Microsoft Office and messaging solutions.
• Proven experience with laptops, mobile devices, tablets and end-user hardware.
• Experience with ITSM tools, preferably ServiceNow.
• Knowledge of software installation and application support.
• Strong customer-focused mindset and communication skills.
• Ability to work independently and with a team in fast-paced environments.
• Experience in Banking/Financial services sector preferred.
• Willingness to work across locations as needed.

Responsibilities

• Provide L1/L2 technical support for hardware, software, and workplace issues.
• Act as the first point of contact for incidents and service requests.
• Deploy, configure and support desktops, laptops, tablets, and mobile devices.
• Support Windows, macOS, and iOS environments.
• Install and troubleshoot corporate applications.
• Resolve network, printer, and peripherals issues.
• Manage incidents through ITSM tools while maintaining SLAs.
• Maintain IT assets, inventory, and warranties.
• Support office moves and onboarding activities.
• Perform basic network diagnostics and root-cause analysis.
• Create technical documentation and knowledge bases.
• Collaborate with local and international IT teams.
• Contribute to transformation and improvement initiatives.

Skills

L1/L2 desktop support

Windows & macOS

Office & messaging support

ITSM (ServiceNow)

End-user devices

Network troubleshooting

Customer focus

Team collaboration

On-site work

Third-party apps

Tools

ServiceNow

Job description

We are looking for an experienced IT Support Engineer to join a dynamic and fast-paced environment, providing technical support to end users and ensuring the smooth operation of workplace technology across multiple locations.

Lisbon or Porto 100% On-Site

Key Responsibilities

• Provide L1/L2 technical support for hardware, software, and workplace technology issues.
• Act as the first point of contact for incidents, service requests, and technical queries.
• Deploy, configure, and support desktops, laptops, thin clients, tablets, mobile devices, and audiovisual equipment.
• Support Windows, macOS, and iOS environments, including operating system deployment and configuration.
• Install, troubleshoot, and maintain both corporate and business-critical applications.
• Resolve issues related to network connectivity, Wi-Fi, printers, peripherals, and mobile devices.
• Manage incidents and service requests through ITSM tools while ensuring service level compliance.
• Maintain and track IT assets, including inventory, deployments, and warranty information.
• Support office moves, user onboarding activities, and infrastructure-related projects.
• Perform basic network troubleshooting, root cause analysis, and connectivity diagnostics.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with local and international IT teams to ensure timely issue resolution.
• Contribute to transformation, transition, and continuous improvement initiatives.

Required Skills & Experience

• Strong experience in L1/L2 Desktop Support.
• Solid knowledge of Windows and macOS environments.
• Experience supporting Microsoft Office and messaging solutions.
• Proven experience supporting laptops, mobile devices, tablets, and end-user hardware.
• Experience working with ITSM tools, preferably ServiceNow.
• Knowledge of software installation, troubleshooting, and application support.
• Strong customer-focused mindset and communication skills.
• Ability to work independently and collaboratively within a team.
• Comfortable working in high-volume, fast-paced support environments.
• Experience troubleshooting third-party and internally developed applications.
• Previous experience within the Banking or Financial Services sector.
• Flexibility to work across different locations when required.

Nice-to-Have

• Experience supporting banking or financial industry applications.
• Microsoft certifications.
• Hardware-related certifications or accreditations.

If you are passionate about technology, enjoy solving technical challenges, and thrive in a customer-facing support environment, we would love to hear from you.