Technical Support Engineer

Technical Support Engineer

The 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.

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.
• 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:

• 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