It Support Technician

Rumos Sa; Lisboa; On-site; EUR 22,000 - 32,000; Full time

Benefits offered by this job

Plano de formação certificado

Política de equidade e diversidade

Job summary

A Rumos procura um técnico de suporte de TI para atuar no piso de atendimento em Lisboa, respondendo a utilizadores por telefone ou sistema de tickets. Serão diagnosticados incidentes em aplicações Windows e fornecido suporte técnico, com escalonamento para segunda linha quando necessário.

É exigida formação em TI ou experiência relevante, pelo menos 5 anos em suporte, e conhecimentos de redes, Active Directory e Office.

Qualifications

• Formação técnica em TI ou experiência equivalente.
• Mínimo de 5 anos em suporte técnico ou Service Desk.
• Conhecimentos de redes (LAN/WAN/Wi‑Fi, DNS, DHCP) e infraestrutura de servidores.
• Conhecimento de Active Directory e infraestrutura de desktops.

Responsibilities

• Fornecer suporte de primeira linha aos utilizadores por telefone ou sistema de tickets.
• Diagnosticar remotamente e resolver incidentes relacionados com aplicações Windows.
• Identificar a solução mais adequada com base na análise de incidentes reportados.
• Guiar os utilizadores durante o processo de resolução.
• Encaminhar incidentes não resolvidos para equipas de segundo nível.
• Fornecer informação e suporte técnico sobre produtos e serviços de TI.
• Registar incidentes, ações realizadas e soluções.
• Gerir utilizadores, acesso e permissões em diferentes sistemas.
• Acompanhar o estado dos pedidos e comunicar com os utilizadores.
• Coletar feedback e sugerir melhorias aos procedimentos de suporte.
• Colaborar em projetos de IT ao longo do ciclo de vida da infraestrutura.
• Apoiar equipas de suporte de outros prestadores de serviço.
• Utilizar bases de conhecimento para diagnosticar e resolver incidentes.
• Disposição para trabalhar em turnos escalonados quando necessário.

Skills

Networking

Active Directory

Windows OS

Microsoft Office

Troubleshooting

Customer service

Education

Formação técnica em TI ou experiência equivalente

Tools

Ticketing system

Job description

Responsibilities

• Provide first-line support to end users via phone or the ticketing system;


• Remotely diagnose and resolve incidents related to Windows applications and systems;


• Identify the most appropriate solution based on an analysis of reported incidents;


• Guiding users through the troubleshooting process;


• Escalating unresolved incidents to second-level support teams;


• Providing information and technical support regarding IT products and services;


• Logging and tracking incidents, related actions, and solutions;


• Managing users, access, and permissions across different systems;


• Tracking the status of requests and communicating with users;


• Collecting and forwarding user feedback and suggestions to the responsible teams;


• Identifying and suggesting improvements to support procedures and processes;


• Collaborating on IT projects throughout the lifecycle of organizational infrastructure and programs;


• Supporting support teams from other service providers;


• Using knowledge bases and technical documentation to diagnose and resolve incidents;


• Willingness to work staggered shifts when necessary.

Workplace:

Lisbon (On-Site)

Role:

• Provide first-line support to end users via phone or the ticketing system;


• Remotely diagnose and resolve incidents related to Windows applications and systems;


• Identify the most appropriate solution based on an analysis of reported incidents;


• Guiding users through the troubleshooting process;


• Escalating unresolved incidents to second-level support teams;


• Providing information and technical support regarding IT products and services;


• Logging and tracking incidents, related actions, and solutions;


• Managing users, access, and permissions across different systems;


• Tracking the status of requests and communicating with users;


• Collecting and forwarding user feedback and suggestions to the responsible teams;


• Identifying and suggesting improvements to support procedures and processes;


• Collaborating on IT projects throughout the lifecycle of organizational infrastructure and programs;


• Supporting support teams from other service providers;


• Using knowledge bases and technical documentation to diagnose and resolve incidents;


• Willingness to work staggered shifts when necessary.

Profile:

• Technical training in the field of Information Technology or equivalent professional experience;


• At least 5 years of professional experience in technical support or Service Desk roles;


• Strong knowledge of networks (LAN, WAN, Wi-Fi, DNS, DHCP), server infrastructure, hardware, and software;


• Knowledge of Active Directory and desktop infrastructure;


• Strong knowledge of Windows Client and Windows Server operating systems and Microsoft Office;


• Knowledge of iOS and Android for supporting devices used by end users;


• Solid knowledge of Windows, including diagnostics, troubleshooting, and reinstallation of equipment;


• Knowledge of Microsoft Office products, antivirus solutions, and desktop services;


• Fluency in English;


• Problem-solving orientation and a strong sense of customer service;


• A strong sense of responsibility, proactivity, and problem-solving skills;


• Excellent oral and written communication skills;


• Ability to work in remote teams and collaborate with various internal and external stakeholders;


• Ability to work independently while maintaining a collaborative approach;


• Ability to adapt and learn quickly.

Work with us:

• With more than 30 years of experience, Rumos has a team of professionals specialized in IT;


• At Rumos, consultants integrate highly challenging projects, based on the latest technology and in the most diverse sectors of activity;


• Rumos consultants have access to a certified training plan, which offers a constant update of technical skills;


• Rumos, as an employer, has job opportunities based on equity, integrity and diversity. Based on these values, we work so that no person is discriminated against on the basis of age, degree of disability, gender, marital status, pregnancy and maternity, race, beliefs or sexual orientation. We believe in everyone's abilities, because we have in our DNA team spirit and mutual help, empathy and respect.