Strategic Tech Support Specialist (m/f/d)

HAVI TechHUB; Lisboa; Presencial; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

Havi offers an exciting opportunity for a Strategic IT Support Specialist to deliver hands-on on-site technical support to end-users worldwide, including senior leaders and key stakeholders. Serving as the local IT representative, you will apply the Smart Hands concept to resolve issues requiring physical intervention, ensuring business continuity and operational excellence.

You will collaborate with Global IT teams, manage hardware, software, network issues, and contribute to IT initiatives,

Qualificações

• Bachelor’s Degree in Information Technology, Computer Science, IT Operations or related field.
• +5 years of professional experience in IT Operations, Help Desk, Infrastructure, Network Support or related roles.
• ITIL certification or experience with Service Management environments is a plus.
• Proven experience collaborating with cross-functional and international IT teams including vendors.
• Experience supporting end-users in enterprise environments with hardware, software, network and infrastructure issues.
• Experience with ITSM processes, incident/change management, security practices, and access administration.
• Experience working in multicultural teams and matrix organizations.
• Strong knowledge of Microsoft Office 365, Windows OS, Windows Server and Networking fundamentals.
• Excellent stakeholder management and communication skills, especially with senior leaders and key stakeholders.
• Fluency in English.

Responsabilidades

• Deliver on-site technical support for end-users, diagnosing and resolving complex hardware, software and connectivity issues.
• Collaborate with Global IT teams to ensure seamless service delivery and continuous improvement.
• Manage hardware installations, devices, printers, and onboarding/offboarding activities including license allocation and access management.
• Support IT initiatives, infrastructure projects, migrations, upgrades and global rollouts.
• Provide high-touch support to senior leaders and VIP users with rapid response and resolution.
• Manage incidents, service requests and escalations through standard SLAs and documentation.
• Monitor infrastructure performance, identify risks and assist with preventive measures.
• Contribute to process documentation, user training and IT best practices across the organization.

Conhecimentos

Communication skills

Stakeholder management

English fluency

Formação académica

Bachelor’s Degree in IT/CS/IT Operations

Ferramentas

Office 365

Windows Server

Networking

Descrição da oferta de emprego

Infrastructure & Operations | End User Services | Strategic Tech Support Specialist

Your new company

Havi, a global leader since 1974, employs over 10,000 people and serves customers in more than 100 countries. Specializing in the food service industry, Havi provides innovative supply chain and logistics solutions, including analytics, planning, distribution, and freight management.

Havi Supply Chain Tech Hub’s diverse teams collaborate seamlessly across locations and functions, embodying a spirit of integrity and creativity to serve their customers in the best way possible.

Your new role

The Strategic IT Support Specialist plays a pivotal role in delivering world-class on-site technical support to end-users globally, including Senior Leaders and key Stakeholders. Acting as the local IT representative and following the "Smart Hands" concept, this professional ensures that technical issues requiring physical intervention are resolved efficiently, maintaining business continuity and operational excellence.

This role combines technical expertise, customer-centric service, and strategic project involvement, serving as a key link between local users, global IT teams, infrastructure providers, and business stakeholders.

The Strategic IT Support Specialist will:

• Deliver on-site technical support for end-users, diagnosing, troubleshooting, and resolving complex hardware, software, network, infrastructure, and connectivity-related issues;
• Collaborate closely with Global IT teams (including Help Desk, Infrastructure, Security, Workplace Services, external vendors, and service providers) to ensure seamless issue resolution, service delivery, and continuous operational improvement;
• Manage hardware installations, maintenance, replacements, end-user devices, printers, Teams telephony solutions, and user onboarding/offboarding activities (including license allocation, access management, and compliance with security and governance requirements);
• Support strategic IT initiatives, infrastructure projects, technology migrations, system upgrades, and global technology rollouts, ensuring alignment between local execution and organizational objectives;
• Provide dedicated high-touch support to senior leaders and VIP users, ensuring rapid response and resolution of business‑critical issues;
• Manage incidents, service requests, and escalations through established ticketing processes and SLAs, maintaining accurate documentation, follow‑up actions, and knowledge management resources;
• Monitor infrastructure performance, proactively identify risks, support incident response activities, and collaborate with relevant teams to implement preventive measures;
• Contribute to process documentation, user training, and the promotion of IT best practices across the organization, while building strong relationships with business users and technology stakeholders.

A typical day will include providing hands‑on, and on‑site IT support, coordinating with global support teams, managing incidents and service requests, supporting infrastructure projects, troubleshooting technical issues, engaging with stakeholders, and continuously improving IT service quality and operational efficiency, with the flexibility to travel across Europe when required.

What you will need to succeed

As a Strategic IT Support Specialist, you will need:

• Bachelor’s Degree in Information Technology, Computer Science, IT Operations, or a related field;
• +5 years of professional experience within IT Operations, Help Desk, Infrastructure, Network Support, or related roles;
• ITIL Certification or experience working within Service Management environments (would be a plus);
• Proven experience collaborating with cross‑functional and international IT teams (including vendors and service providers);
• Experience supporting end-users in enterprise environments (including hardware, software, network, and infrastructure-related issues);
• Experience working with IT Service Management processes, incident management, change management, security practices, and access administration;
• Experience working in multicultural teams and matrix organizations;
• Strong expertise of Microsoft Office 365, Windows Operating Systems, Windows Server environments, and Networking fundamentals;
• Excellent stakeholder management skills, with the ability to provide high‑touch support to senior leaders, executive‑level users, and key business stakeholders;
• Excellent communication skills – Fluency in English.

What the company can offer you

Have the opportunity to join a cross‑functional team in an international company with a multicultural working environment!