IT Support Technician (Lisbon & Porto)

Randstad Digital Portugal; Lisboa; Presencial; EUR 24 000 - 36 000; Tempo integral

Resumo da oferta

Randstad Digital Portugal is seeking an experienced IT Support Analyst to join our on-site banking-focused operations in Lisbon. You will provide L1/L2 support across Windows, MacOS, iOS, and mobile devices, ensuring timely incident resolution and adherence to SLAs.

Working in a 100% on-site environment with rotating shifts, you will use ServiceNow for ticket management, assist with OS builds, and support disaster recovery and escalation procedures as required.

Qualificações

• 3–6 years of experience in technical support (L1/L2) within Banking/Financial sector.
• Strong skills in Windows, MacOS, iOS, MS Office/Messaging, and mobile device support.
• Experience using ITSM ticket management systems (ServiceNow) and familiarity with OS build methodologies.

Responsabilidades

• Provide L1/L2 desktop, device, and software support across Windows, MacOS, and mobile devices.
• Handle incidents and requests via ServiceNow, ensuring SLA adherence.
• Deploy OS builds and manage software lifecycle across devices and applications.
• Assist with infrastructure tasks including network/Wi‑Fi patching and device inventory control.
• Create and update knowledge bases, and participate in project transitions and reporting.
• Support disaster recovery processes and escalate critical incidents as needed.

Conhecimentos

Windows

MacOS

iOS

MS Office & Messaging

Customer-oriented mindset

Communication skills

Ferramentas

ServiceNow

ITSM ticketing

OS build methodologies

Descrição da oferta de emprego

Randstad Digital is at the forefront of transforming the digital landscape, committed to delivering exceptional outcomes for our clients' businesses and their customers. With over 25,000 engineers and digital experts worldwide, we specialize in accelerating digital enablement across various industries. Join us and be part of a talent‑first organization that thrives on innovation and excellence.

• Work Regime: 100% On-site
• Work Schedule: Monday to Friday, rotating shifts (8:00–17:00, 9:00–18:00, 10:00–19:00). On-call/on-demand availability for weekends and public holidays when required.

Activities

• Desktop & Device Support: Provide L1 and L2 support for hardware and software environments across Windows, MacOS, and mobile devices (laptops, desktops, thin clients, tablets, telecoms, AV).
• Incident & Request Management: Handle incident and request resolutions via ServiceNow ITSM, ensuring adherence to SLAs and local service guidelines.
• System Deployment & Applications: Apply corporate O/S builds, manage the full software lifecycle (installation, troubleshooting, reinstallation), and support custom/bespoke applications.
• Infrastructure & Network Operations: Assist with MFD printing, corporate network and Wi‑Fi patching, troubleshooting, and root cause analysis.
• Asset & Inventory Control: Maintain ITSM asset inventory records (deployments, assignments, warranties) and collaborate with IT Desktop Controls to generate stock reports.
• Moves & Physical Support: Execute surveys, ad-hoc workplace moves, post‑move support, and project‑related physical setups.
• Documentation & Projects: Create and update technical knowledge bases, participate in transition/transformation projects, and write high‑standard reports.
• Disaster Recovery & Escalation: Support disaster recovery processes and invoke escalation procedures when necessary for critical incidents.

Requirements

• Experience: 3 to 6 years of experience in technical support (L1/L2), strictly within the Banking or Financial sector.
• Technical Proficiency: Strong skills in Windows, MacOS, iOS, MS Office/Messaging products, and mobile device platform support.
• Tooling & Methodologies: Experience using ITSM ticket management systems (ServiceNow) and familiarity with OS build methodologies.
• Skills: Excellent written and verbal communication, negotiation skills, and strong customer‑oriented mindset with the ability to manage diverse client personalities.
• Working Style: Ability to balance high‑tempo production operations with project tasks under minimal supervision.
• Availability & Shift Requirements: Flexibility to work 100% on‑site with rotating weekday shifts (between 8:00 and 19:00), with potential on‑call support for weekends/holidays upon request.