Technical Support Engineer Lisboa

Overview

Technical Support Engineer provides end user support across the organization’s desktop, network, telephony and application environment. The candidate will maintain, analyze, troubleshoot and repair/upgrade computer systems, hardware, software and peripherals, and serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and
- solving capabilities.

Job Responsibilities

• Service Management & Ticket Analysis: Apply ITIL-based service management practices including Problem & Incident Management, RCA, and Ticket Analysis for deskside equipment. Raise change requests with supporting documentation.
• Infrastructure Troubleshooting: Support local servers and network devices remotely with the Network and Server teams. Perform Ping/Tracert analysis, DNS resolution, AD GP output capture, net/IP config commands, and maintain Hub Room/Data Center cabling.
• End-User Computing (EUC): Provide hardware and software support for desktops, laptops, hard phones, and Wi-Fi devices.
• Hardware: Replace motherboards, SMPS, RAM, laptop screens/keyboards, configure Avaya phones, and maintain video conferencing equipment.
• Software: Troubleshoot Windows 11, MS Office (2013+), Outlook, One
  Drive, softphones, antivirus, VPN, Wi-Fi, printers/scanners, biometrics, encryption, HDD imaging/ghosting, and firmware updates for Cisco/Avaya phones.
• Compliance & Security: Ensure site compliance with COPC, ISO 27001, and contract standards. Install encryption software, validate Bit
  Locker, OU user policies, and computer OU policies. Maintain audit readiness and 100% compliance.
• Operational Support: Assist with onboarding new accounts,
  - ups/ramp-downs, account movements, and BCP testing/failover coordination.
• Incident Coordination: Troubleshoot and coordinate resolution for Severity 1/2 issues, providing
  - time updates to the BRC team.
• Process Evaluation: Analyze scenarios and recommend inputs for process exceptions and improvements.
• Performance & Communication: Maintain high IT VOC scores from operations teams and ensure effective communication across teams.
• Shift Flexibility: Work in rotational shifts, primarily night shifts, within a 24/7 operational environment.

Required skills

• 4. 5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelor’s degree/diploma in Computer Science required.
• MCSE or similar certifications preferred.
• Hands on experience on Desktops & Laptops, Citrix client, both windows software and hardware.
• Troubleshooting MS Office package 2010 and above
• Knowledge on Server, Networks and Linux
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
• Excellent Team Management, Team Motivation & Development skills
• Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is required
• Flexibility to work overtime as needed

Location

PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements

English, Portuguese (Required)

Time Type

Full time