Modern Workplace Support Engineer Lisboa

Modern Workplace Support Engineer
Lisboa
Lisboa, Lisboa, Portugal

The Modern Workplace Support Engineer is part of the End Users Computing services and reports to the IT Support Manager.

The Modern Workplace Support Engineer will manage multiple areas within the IT department, such as End User Computing and L2/L3 Service Support. This involves actively supporting users by resolving tickets, managing, optimizing, and maintaining EUC applications and systems, including procedures. The role also requires describing work instructions and ensuring standard processes are followed in alignment with business needs and stakeholders.

The engineer will participate in local and global IT projects.

The position covers CET hours, requiring shift work and standby duties where applicable. (full-remote)

Output areas:

1. Process and resolve incidents and service requests promptly and effectively
2. Prepare and execute changes and configuration management on IT systems
3. Perform daily management activities as defined
4. Collaborate with internal departments like the Shared Service Center and external vendors
5. Maintain the EUC environment, including Office 365, Intune, Windows OS, application packaging, and Active Directory
6. Share responsibility for user satisfaction related to the IT environment
7. Communicate effectively with end users

Qualifications

• ICT-related Bachelor’s degree or equivalent, with a focus on Microsoft technologies such as MS Office, Intune, Azure Active Directory, Windows OS, hardware settings, and basic networking knowledge
• 3-4 years of experience in a similar L2/L3 support role, preferably with Microsoft certifications
• Knowledge of L2/L3 Workplace processes
• Proficiency with Power
  Shell
• Strong oral and written communication skills,
  - oriented attitude
• Excellent English skills

Position level: Intermediate to Senior, responsible for managing
- user computing.

Key requirements:

• Practical experience with Microsoft Intune, including MAM (Mobile Application Management), MDM (Mobile Device Management), and application packaging
• Experience troubleshooting hardware and software issues related to
  - user devices (laptops and mobile devices), initially remotely
• Good understanding of the Microsoft 365 ecosystem in
  - user services
• Experience or knowledge of Admin By Request is a plus

Interview process:

Two phases:

• First: general conversation + initial technical assessment
• Second:
  - depth technical assessment + process verification