Service Desk Agent - Remote 1st Line IT Support

Inetum; Lisboa; Presencial; EUR 21 000 - 27 000; Tempo integral

Resumo da oferta

Inetum in Lisbon is seeking a dedicated 1st line IT support specialist to be the main contact for users, delivering remote assistance and handling incidents promptly.

The role includes logging tickets, basic troubleshooting of hardware and software, supporting Microsoft 365 services, and performing basic user administration (Active Directory / Entra ID) with SLA-driven escalation when needed.

Qualificações

• Provide first-line IT support as main contact for users.
• Log and manage tickets using ITSM tools.
• Deliver remote support (phone, email, chat).
• Troubleshoot low-complexity hardware and software issues.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Perform basic user administration (Active Directory / Entra ID).
• Escalate incidents when required and ensure SLA compliance.
• Experience in IT support (1st line).
• Knowledge of Windows 10/11.
• Basic networking knowledge (TCP/IP, DNS, VPN).
• Experience with ticketing tools.
• Strong communication and user orientation.

Responsabilidades

• Log and manage tickets using ITSM tools.
• Deliver remote support (phone, email, chat).
• Troubleshoot low-complexity issues (hardware, software, access).
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Perform basic user administration (Active Directory / Entra ID).
• Escalate incidents when required and ensure SLA compliance.

Conhecimentos

IT support

Remote support

Windows 10/11

Active Directory

Microsoft 365

TCP/IP DNS VPN

Ticketing tools

Communication skills

Ferramentas

ITSM tools

Remote desktop tools

Descrição da oferta de emprego

Inetum in Lisbon is seeking a dedicated 1st line IT support specialist to be the main contact for users, delivering remote assistance and handling incidents promptly.

The role includes logging tickets, basic troubleshooting of hardware and software, supporting Microsoft 365 services, and performing basic user administration (Active Directory / Entra ID) with SLA-driven escalation when needed.