IT Support Specialist (L1/L2)

Extia Group; Lisboa; Presencial; EUR 22 000 - 32 000; Tempo integral

Resumo da oferta

Extia Group in Portugal is seeking an experienced IT Support Technician to provide Level 1/2 desktop support on-site in Porto or Lisbon. You will support desktops, laptops, tablets, and mobile devices, and manage incidents in ServiceNow.

The role requires strong knowledge of Windows and MacOS, Office, networking, OS deployment, and collaboration with local and global IT teams. Fluent English is required for this on-site position with rotating shifts.

Qualificações

• 3–5 years of professional experience in Desktop Support, End User Computing, or IT Service Desk environments.
• Proven Level 1 & 2 hardware and software troubleshooting experience.
• Strong knowledge of Windows and MacOS.
• Experience with Microsoft Office and messaging products.
• Hands-on experience with mobile devices (iPhones, tablets, laptops).
• Experience with ITSM / incident management tools, preferably ServiceNow.
• Knowledge of Microsoft OS deployment/build methodologies and tools.
• Knowledge of networking and Wi‑Fi troubleshooting.
• Excellent reporting, documentation, and minute-writing skills.
• Ability to manage a high-tempo production environment with minimal supervision.
• Fluent English is required.
• Position based in Porto or Lisbon; on-site availability and rotating shift.

Responsabilidades

• Provide Level 1 and Level 2 desktop support to users, ensuring efficient resolution of incidents and requests.
• Deploy, configure, maintain, and support desktops, laptops, tablets, and mobile devices.
• Apply and maintain Windows, MacOS, and iOS operating systems across devices.
• Install, troubleshoot, and support core build software and business applications.
• Use ServiceNow to manage incidents, requests, assets, and tasks.
• Support Microsoft Office and other corporate applications.
• Support mobile services and devices including iPhones, laptops, and tablets.
• Troubleshoot networking and Wi‑Fi issues, including patching and root cause analysis.
• Maintain IT asset and inventory records; collaborate with IT Desktop Controls for reporting.
• Create technical docs, knowledge bases, and support guides; contribute to IT projects.

Conhecimentos

IT Support

L1/L2 Support

Windows

MacOS

Office

Mobile devices

Networking

ITSM ServiceNow

Troubleshooting

On-site work

Ferramentas

ServiceNow

OS Deployment Tools

Descrição da oferta de emprego

You want to join a company that places people at the heart of its concerns? We are waiting for you at Extia!

Extia is an engineering consultancy which proposes since 2007 an unprecedented approach in its sector by combining well‑being and performance at work. A successful model: more than 3000 Extians working in 22 agencies in France and abroad, 1st Great Place To Work® in France, 160 millions of euros of turnover and plenty of energy!

At Extia, it's "First who, then what" so, let's do it!

First who:

• Experienced IT Support Technician with more than 3 years of professional experience and strong experience in Level 1 & 2 hardware and software support


• Strong expertise in Windows, MacOS, Microsoft Office, messaging products, and mobile device support


• Hands‑on experience supporting desktops, laptops, thin clients, tablets, iPhones, telecoms, audio‑visual and other corporate devices


• Good understanding of Microsoft OS deployment/build methodologies and enterprise application installation and troubleshooting


• Knowledge of corporate networking and Wi‑Fi, including patching, troubleshooting, and root cause analysis


• Experience using ITSM tools such as ServiceNow to manage incidents, service requests, assets, and SLAs


• Experience troubleshooting both in‑house and third‑party applications


• Able to manage priorities independently while collaborating effectively with local, Portugal‑wide, and global IT support teams


• Comfortable working 100% on‑site and on a rotating shift basis

Then what:

• Provide Level 1 and Level 2 desktop support to users, ensuring efficient resolution of hardware and software incidents and service requests


• Deploy, configure, maintain, and support desktops, laptops, thin clients, tablets, mobile devices, and other IT equipment


• Apply and maintain corporate Windows, MacOS, and iOS operating systems across supported devices


• Install, reinstall, troubleshoot, and support core build software and business applications


• Use ServiceNow to manage incidents, user requests, assets, and administrative tasks


• Provide support for Microsoft Office, messaging solutions, and other corporate applications


• Support mobile services and devices, including iPhones, laptops, and tablets


• Troubleshoot corporate networking and Wi‑Fi issues, including patching and root cause analysis


• Maintain accurate IT asset and inventory records, including device deployments, user assignments, and warranty information


• Work closely with IT Desktop Controls to provide stock and inventory reports


• Create and maintain technical documentation, knowledge bases, procedures, and support guides


• Produce reports, meeting minutes, data analysis, and operational summaries as required


• Escalate incidents appropriately and coordinate with relevant technical teams when required


• Support disaster recovery processes and related operational requirements


• Contribute to transition, alignment, transformation, and other IT projects


• Collaborate with local and global IT teams to ensure consistent and effective support across regions

What We're Looking For:

• 3–5 years of professional experience in Desktop Support, End User Computing, or IT Service Desk environments


• Proven Level 1 & Level 2 hardware and software troubleshooting experience


• Strong knowledge of Windows and MacOS


• Experience supporting Microsoft Office and messaging products


• Hands‑on experience with mobile devices, including iPhones, laptops, and tablets


• Experience with ITSM / incident management tools, preferably ServiceNow


• Knowledge of Microsoft OS deployment/build methodologies and tools


• Knowledge of networking and Wi‑Fi troubleshooting


• Excellent reporting, documentation, and minute‑writing skills


• Ability to manage a high‑tempo production environment while contributing to project activities


• Strong organizational skills and the ability to manage priorities with minimal supervision


• Fluent English is required


• Position based in Porto or Lisbon


• Availability to work on‑site, on a Monday‑to‑Friday rotating shift schedule between 08:00 and 19:00 (8:00-17:00 / 9:00-18:00 / 10:00-19:00)