Service Desk Specialist (L1 SAP Support)

Doxis; Porto; On-site; EUR 20,000 - 32,000; Full time

Job summary

Doxis in Porto, Portugal, seeks a dedicated IT support professional to be the trusted contact during critical hours, solving technical issues, assisting users, and ensuring business continuity in an international, collaborative environment.

You will handle inquiries via ticketing, email and phone, deliver 1st line (and occasional 2nd line) support, troubleshoot issues, monitor systems, and ensure SLA compliance while documenting incidents and collaborating with internal teams to resolve them.

Qualifications

• Background in IT, customer support, or a related field.
• Experience with international clients and ability to build productive relationships.
• Knowledge of SAP FI/MM modules.
• Strong Windows and Linux technical understanding.
• Familiarity with SQL or Java application servers (Wildfly, Tomcat).
• Excellent communication skills with a customer-first mindset.
• Willingness to work night shifts.
• Fluent in English and your local language (written and spoken).

Responsibilities

• Handle and qualify customer inquiries via ticketing system, email, and phone.
• Provide 1st level support (and occasional 2nd level tasks).
• Troubleshoot system issues and ensure timely resolution.
• Monitor systems and proactively identify potential issues.
• Ensure SLAs and internal processes are followed.
• Collaborate with internal teams for escalation and resolution.
• Maintain clear documentation of incidents and solutions.

Skills

IT support

International clients

Windows

Linux

SQL

Java servers

Night shift

Communication

Tools

SAP FI/MM

Job description

In this role, you’ll be the trusted point of contact during critical hours — solving technical issues, supporting users, and ensuring business continuity. Whether you're an experienced professional or looking to grow your career in IT support, this is a great opportunity to develop your skills in an international and collaborative environment.

Your Responsibilities

• Handle and qualify customer inquiries via ticketing system, email, and phone
• Provide 1st level support (and occasional 2nd level support tasks)
• Troubleshoot system issues and ensure timely resolution
• Monitor systems and proactively identify potential issues
• Ensure compliance with SLAs and internal processes
• Collaborate with internal teams for escalation and resolution
• Maintain clear documentation of incidents and solutions

Your Profile

• Background in IT, customer support, or a related field
• Experience working with international clients and able to build productive relationships
• Knowledge on SAP specific modules: FI / MM.
• Solid technical understanding, especially in Windows and Linux environments
• Knowledge of SQL or Java application servers (Wildfly, Tomcat)
• Strong communication skills and a customer-first mindset
• Comfortable working independently during night hours
• Eagerness to learn, develop, and expand your technical expertise
• Fluent in English and your local language (written & spoken)