Technical Support Engineer

Technical Support Engineer

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

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, OneDrive, 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 BitLocker, OU user policies, and computer OU policies. Maintain audit readiness and 100% compliance.
• Operational Support: Assist with onboarding new accounts, ramp-ups/ramp-downs, account movements, and BCP testing/failover coordination.
• Incident Coordination: Troubleshoot and coordinate resolution for Severity 1/2 issues, providing real-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:

• 0-6 months 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.
• Knowledge of Desktops & Laptops, Citrix client, both Windows software and hardware.
• Troubleshooting /Problem resolution, Incident Management & Customer Service skills
• Teamwork & flexibility to work overtime as needed

Location: PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements: English, Portuguese

Time Type: Full time