Support Analyst

act digital; Lisboa; Presencial; EUR 28 000 - 36 000; Tempo integral

Resumo da oferta

act digital seeks an experienced L1/L2 IT Support specialist to provide technical assistance across both Porto and Lisbon. You will resolve hardware, software, OS, and network incidents, aiming for prompt solutions within SLA targets.

The role involves diagnosing Windows and macOS issues, managing the full hardware/software lifecycle, and collaborating with Infrastructure and Security teams. You will also document procedures and mentor junior staff.

Responsabilidades

• Provide L1/L2 IT technical support to end users across Porto and Lisbon, ensuring timely resolution of incidents.
• Diagnose and troubleshoot Windows, macOS, hardware, software, and connectivity issues, minimizing business impact and meeting SLAs.
• Investigate recurring incidents and contribute to root cause analysis and problem resolution.
• Manage the full hardware and software lifecycle, including workstation provisioning, configuration, maintenance, replacement, and decommissioning.
• Provide guidance to junior team members and create/update knowledge base articles.

Descrição da oferta de emprego

• Provide L1/L2 IT technical support to end users across Porto and Lisbon, ensuring timely resolution of hardware, software, operating system, and network incidents.
• Diagnose and troubleshoot Windows, macOS, hardware, software, and connectivity issues, minimizing business impact and meeting established SLA targets.
• Investigate recurring incidents and contribute to root cause analysis and problem resolution.
• Manage the full hardware and software lifecycle, including workstation provisioning, configuration, maintenance, replacement, and decommissioning.
• Manage and support enterprise endpoints, peripherals, and workplace technology.
• Provide technical support for meeting rooms and collaboration technologies, particularly Cisco and Microsoft Teams Rooms.
• Support and maintain workplace IT infrastructure across corporate offices.
• Use PowerShell or other scripting tools to automate repetitive support activities and improve operational efficiency.
• Manage IT assets and inventory, including equipment audits and secure decommissioning in accordance with corporate security and data protection policies.
• Collaborate with Infrastructure, Security, Systems Administration, and Engineering teams during incident investigations, system rollouts, and infrastructure upgrades.
• Provide guidance and technical support to junior support team members.
• Create and maintain technical documentation, troubleshooting procedures, and knowledge base articles.
• Follow ITIL-based processes, including Incident, Problem, and Change Management.
• Ensure support activities comply with defined SLA and service delivery requirements.

Requirements

• More than 6+ years of hands-on experience in IT User Support, Service Desk, Workplace Support, or Workplace Infrastructure within a corporate environment.
• Advanced knowledge of Windows operating systems.
• Good knowledge of Active Directory.
• Good knowledge of Microsoft 365 environments.
• Working knowledge of macOS, including basic configuration and troubleshooting.
• Good working knowledge of SCCM / Microsoft Configuration Manager.
• Practical experience with MDM (Mobile Device Management) solutions.
• Solid knowledge of PowerShell or equivalent scripting tools for automation, configuration, and bulk system management.
• Strong understanding of PC hardware architecture and hardware diagnostic tools.
• Good understanding of networking fundamentals and protocols, including: TCP/IP, DNS, DHCP, VPN
• Experience supporting meeting rooms and collaboration technologies, particularly Microsoft Teams Rooms.
• Solid understanding of ITIL practices, particularly Incident, Problem, and Change Management.
• Experience working in SLA-driven support environments.
• English B2 or above – mandatory.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good communication and interpersonal skills.
• Ability to remain calm, structured, and effective under pressure.
• Ability to work independently while collaborating effectively with cross-functional teams.