Service Desk 1st e 2nd Line

Axians; Portugal; Remote; EUR 24,000 - 32,000; Full time

Job summary

Axians is seeking an IT Technician in Portugal to provide high-quality end-user support, resolve incidents and service requests, and ensure service continuity across IT environments. The role acts as a key contact with customers and stakeholders, delivering excellent service and maintaining SLAs.

You will handle requests via multiple channels, own incidents through lifecycle, and contribute to knowledge sharing and service improvements in a fast-paced environment.

Qualifications

• Experience in IT Support, Technical Support, Service Desk, or End-User Support environments.
• Hands-on experience troubleshooting PCs, laptops, tablets, VPNs, and related technologies.
• Knowledge of Microsoft Operating Systems, particularly Windows 11.
• Experience supporting software installations and hardware repairs.
• Understanding of Virtual Machines (VMs) and virtualization concepts.
• Basic knowledge of networking concepts and protocols.
• Knowledge of mobile devices and mobile telephony services.
• Familiarity with ticketing tools and CMDB solutions.
• Ability to follow IT support processes and procedures effectively.

Responsibilities

• Handle incoming end-user requests and incidents, including investigation, troubleshooting, analysis, resolution, and escalation when required.
• Interact with end users via phone, email, and chat.
• Take ownership of incidents and communicate updates throughout their lifecycle.
• Manage both in-policy and out-of-policy service requests.
• 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 service level agreements (SLAs).
• Collaborate with internal support teams and stakeholders to resolve complex technical issues.
• Contribute to knowledge sharing and continuous service improvement initiatives.

Job description

Join Axians, where innovation thrives on trust and autonomy, and where every challenge is an opportunity to create technology with impact.

What We Are Looking For

We are looking for an IT Technician to join our team in Portugal. In this role, you will provide high-quality technical support to end users, ensuring efficient resolution of incidents and service requests. You will act as a key point of contact, delivering excellent customer service while maintaining service continuity across IT environments.

What You Will Do on a Daily Basis

• Handle incoming end-user requests and incidents, including investigation, troubleshooting, analysis, resolution, and escalation when required;
• Interact with end users via phone, email, and chat;
• Take ownership of incidents and communicate updates throughout their lifecycle;
• Manage both in-policy and out-of-policy service requests;
• 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 service level agreements (SLAs);
• Collaborate with internal support teams and stakeholders to resolve complex technical issues;
• Contribute to knowledge sharing and continuous service improvement initiatives.

Your Key Skills

• Strong problem-solving and analytical abilities;
• Customer-focused mindset with excellent communication skills;
• Ability to work effectively under pressure and manage multiple priorities;
• Strong attention to detail and commitment to quality;
• Flexible, adaptable, and resilient in a fast-paced environment;
• Team player with a collaborative approach;
• Excellent interpersonal and presentation skills;
• Fluent communication skills in English and French (written and spoken).

Your Main Qualifications

• Experience in IT Support, Technical Support, Service Desk, or End-User Support environments;
• Hands-on experience troubleshooting PCs, laptops, tablets, VPNs, and related technologies;
• Knowledge of Microsoft Operating Systems, particularly Windows 11;
• Experience supporting software installations and hardware repairs;
• Understanding of Virtual Machines (VMs) and virtualization concepts;
• Basic knowledge of networking concepts and protocols;
• Knowledge of mobile devices and mobile telephony services;
• Familiarity with ticketing tools and CMDB solutions;
• Ability to follow IT support processes and procedures effectively.

Why Join Us

• Opportunity to shape the future of a company undergoing deep transformation.
• High visibility and direct influence on executive decision-making.
• Work with modern AI technologies and a team committed to innovation.
• Competitive compensation and growth opportunities.

Axians is the VINCI Energies brand dedicated to Information Technology and Digital Transformation. With an international presence and a people-to-people approach, we combine technology, innovation, and proximity to create real impact for organizations and society.

At Axians, we believe that talent does not fit a single profile. We value diversity and promote an inclusive environment where everyone has the opportunity to grow and contribute. If you have a disability or impairment, we are committed to ensuring equal opportunities throughout the recruitment and onboarding process. Whenever needed, we provide reasonable accommodations so that you can participate on an equal basis.