Helpdesk Technician / IT Support Specialist

Description

Summary: Seeking a proactive, customer-focused Helpdesk Technician to provide high-quality technical support, ensuring system stability, performance, and security for internal users. Highlights: 1. Provide L1 & L2 technical support for hardware, software, and network issues 2. Ensure a reliable and efficient technical environment for all users 3. Contribute to continuous improvement of IT services and user experience **Helpdesk Technician / IT Support Specialist** **Context:** We are looking for a **Helpdesk Technician** to provide high‑quality technical support to our internal users, ensuring the stability, performance, and security of workplace technologies. This role is key to maintaining smooth day‑to‑day operations by resolving issues quickly, assisting users, and contributing to continuous improvement of IT services. The ideal candidate is proactive, customer‑focused, and comfortable supporting both hardware and software environments. **Role Mission:** Ensure all users have a reliable and efficient technical environment by delivering fast, accurate and friendly support\-resolving incidents, managing service requests, maintaining devices, and contributing to improvements that enhance productivity across the organization. **Key Responsibilities:** * **Provide Level 1 \& Level 2 technical support**: software, hardware, network, email, VPN, and user access issues. * **Troubleshoot and resolve incidents** through the ticketing system, ensuring SLAs are met. * **Install, configure and maintain** workstations, laptops, mobile devices, printers, and peripherals. * **Administer user accounts** (Active Directory, Microsoft 365, permissions, password resets). * **Support onboarding and offboarding processes**: device preparation, account provisioning, workspace setup. * **Maintain IT asset inventory**: devices, licenses, accessories, replacements, and documentation. * **Perform basic network diagnostics** (WiFi, switches, cabling, IP conflicts). * **Ensure security best practices** are followed: updates, antivirus, access control, compliance checks. * **Create and maintain documentation**: guides, how‑tos, FAQs, troubleshooting steps. * **Escalate complex issues** to senior IT staff or external vendors when required. * **Contribute to continuous improvement** of support processes, user experience, and IT service quality. **Mandatory Requirements:** * Experience in **Helpdesk, IT Support, or Technical Support** roles (L1 or L2\). * Strong knowledge of **Windows environments**: installation, configuration, troubleshooting. * Familiarity with **Microsoft 365** applications and administration (Outlook, Teams, SharePoint). * Hardware troubleshooting skills: laptops, desktops, printers, peripherals. * Basic understanding of networking: IP addressing, DNS, DHCP, WiFi, VPN. * Experience using **ticketing systems** (e.g., Jira Service Management, Freshservice, ServiceNow, GLPI). * Strong communication skills and the ability to support non‑technical users. * Ability to prioritize, manage multiple tasks and work within SLAs. * Customer‑oriented mindset with a problem‑solving approach. **Valued (Differentiating) Requirements:** * Experience with **Active Directory** and user management. * Knowledge of **Azure AD / Entra ID**. * Experience with **IT asset management** and lifecycle control. * Familiarity with **ITIL principles** or IT service management frameworks. * Basic scripting knowledge (PowerShell is a plus). * Experience in environments with **remote or hybrid users**. * Knowledge of security tools (EDR, MFA, compliance policies). * Experience supporting **POS systems or retail environments** (if applicable). Candidate\-se através do website Poderá encontrar o anúncio original publicado em: https://www.itjobs.pt/oferta/511443/helpdesk\-technician\-it\-support\-specialist