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.
- 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.
