Portugal-based Service Desk Specialist: 1st & 2nd Line

Axians Portugal; Viseu; On-site; EUR 24,000 - 32,000; Full time

Job summary

Axians Portugal is seeking an IT Technician to join our team in Portugal. You will provide high-quality technical support to end users, ensuring efficient incident resolution and service continuity across IT environments.

Responsibilities include handling end-user requests, communicating across channels, performing IMACD activities, and maintaining accurate records while adhering to SLAs. Fluency in English and French is expected.

Qualifications

• Experience in IT support or service desk environments.
• Hands-on PC/laptop/tablet troubleshooting, VPNs.
• Knowledge of Windows 11 and Microsoft OS.
• Experience with ticketing systems and CMDB.

Responsibilities

• Handle end-user requests and incidents from detection to resolution, including escalation when required.
• Interact with end users via phone, email, and chat.
• Own incidents and communicate updates throughout their lifecycle.
• 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 SLAs and coordinate with internal support teams.
• Contribute to knowledge sharing and continuous service improvement initiatives.

Skills

Problem solving

Customer focus

Prioritization

Attention to detail

Adaptability

Team player

Interpersonal skills

English & French

Tools

Windows 11

VPNs

VMware

CMDB

Ticketing tools

Job description

Axians Portugal is seeking an IT Technician to join our team in Portugal. You will provide high-quality technical support to end users, ensuring efficient incident resolution and service continuity across IT environments.

Responsibilities include handling end-user requests, communicating across channels, performing IMACD activities, and maintaining accurate records while adhering to SLAs. Fluency in English and French is expected.