Field Support Technician - Paço de Arcos

Job Description

We are looking for a Field Support Technician to join a dynamic support team responsible for delivering on-site and remote IT support services to end users.

This role combines hands-on technical support with operational coordination responsibilities, requiring a professional capable of managing incidents and service requests, coordinating team activities, interacting directly with customers, and ensuring high levels of service quality and customer satisfaction.

Responsibilities

• Coordinate the team's daily activities, tasks, and incident management.
• Manage escalations and communicate operational needs and issues to the customer.
• Organize and manage team vacation schedules and absences.
• Provide on-site and remote IT support to end users, ensuring timely resolution of incidents and requests.
• Troubleshoot and resolve hardware and software issues affecting end-user devices.
• Install, configure, and deploy desktop and laptop images.
• Perform network patching activities within communications cabinets and data racks when required.
• Support printers and other IT peripherals.
• Manage and update support tickets with detailed information regarding actions performed and resolutions implemented.
• Monitor ticket queues and ensure compliance with SLA targets.
• Produce operational reports and participate in customer service review meetings.
• Provide customer-facing support and maintain effective communication with stakeholders.
• Work independently in high-pressure environments and manage competing priorities effectively.

Qualifications

• Experience providing desktop support and end-user IT support services.
• Strong knowledge of Microsoft Windows operating systems.
• Good knowledge of macOS environments.
• Solid understanding of computer hardware, peripherals, and troubleshooting techniques.
• Experience with desktop and laptop imaging and deployment processes.
• Basic knowledge of computer networking concepts.
• Experience working with incident and service request management tools.
• Ability to coordinate operational activities and manage support ticket workloads.
• Strong customer service orientation and communication skills.
• Ability to work autonomously and make decisions in demanding environments.

Languages

• English: Professional working proficiency (mandatory).
• Portuguese: Fluent.

Additional Requirements

• Valid driver's license in Portugal.
• Own vehicle.
• Availability to travel between customer sites, particularly in Paço de Arcos and Carnaxide.
• Availability to provide both on-site and remote support according to business needs.