Service Desk Technician

Job Title: EUS Support Engineer (Service Desk Technician)Location: Boavista, PortugalJob type: Fixed term employment for 5 months (No permanent or 3PT Contract)Salary: Euros 45K-50K/Annum Language: EnglishNo hybrid or remote ,it’s fully onsite position.Mandatory Skills: OS Imaging/Software Center, AD User management, Desktop Troubleshooting, Service-Now Ticketing ToolJOB SUMMARY: The End User Support Specialist II provides advanced end-user support for assigned desktops, mobile devices, or other supporting systems. They diagnose, troubleshoot, and resolve complex technical problems. The incumbent operates under defined processes and procedures, assisting junior End User support staff and enforcing decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies, and procedures.Key Responsibilities:• The primary role will be to focus on Asset inventory control and work on the IT Service Desk call rotation. This is subject to increase as needed for appropriate call/support coverage. Will also participate in an on-call rotation for after-hours support and assigned project opportunities, including assisting with knowledge base documentation.• Responsible for moderate work assigned from a problem, request, or incident management queue to final resolution.• Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile endpoints, and all voice services. Reviews and investigates technical problems to determine root causes and the most appropriate solution. Provides information and explanation for ending users on problem resolution and offers suggestions and advice to prevent similar issues.• Keeps end-user updated on the status of open trouble tickets. Escalates more complex problems or issues outside of the area of responsibility to other support teams. Updates problem tickets, including call notes with status and categorization changes. Accountable for all tickets assigned to them.• Provides desk-side support for assigned office and willingness to travel to a different office.• Completes requests to install physical and virtual desktops. Carries out corporate policies regarding acquiring and using approved hardware and software.• Responsible for administration of all end-user support functions: physical and virtual desktop environments, telephone systems, remote desktop access, anti-virus, client firewall, thin client administration, collaboration, and incident administration.• Identifies opportunities for process improvements and innovations. Tests and verifies improvements through standard UAT channels and implements changes with proper approval. Creates and sponsors Production Change Requests (PCRs).Qualifications:• Bachelor’s Degree in Information Services/Technology or equivalent degree.• 4+ years of applicable information services experience.• 4+ years supporting Microsoft Operating System, Office 365, and Collaboration software.• 4+ years of experience developing desktop builds, patch management, and push technology (packaging)• 4+ years of demonstrated performance as the primary administrator for End User support systems.• Virtual PC experience, such as Windows 365 and Azure Virtual PCs• Microsoft Device Management, Intune device, and Autopilot for endpoint devices • 4+ years of ServiceNow experience – ITSM: incident management, request fulfillment, Knowledge, Problem.• A combination of A+ or Network+ and MCDST certification or equivalent experience is required.Preferred (other) Qualifications:• Thorough ability to make decisions on routine work and interpret and enforce established corporate guidelines, policies, and procedures.• Be an escalation point for junior End User Support staff.• Excellent organizational skills and knowledge in Excel and asset management.• Ability to manage time well in a dynamic environment and prioritize tasks appropriately.• Thorough and broad knowledge of endpoint operating systems platforms, including Windows, IOS, and Android.• Deep knowledge of application and desktop virtualization technologies.• Advanced knowledge of mobile device administration solutions like Intune/Azure/MDM Technologies.• Functional knowledge of dependent End User compute technologies, including Active Directory, networking, and cloud and on-premises services.• Excellent critical thinking and problem-solving skills. Ability to perform advanced troubleshooting and in-depth research and develop solutions to complex problems. Someone who will challenge themselves to find a resolution over passing the ticket to another team or peer.• Thorough interpersonal, oral, and written communication skills to provide quality customer service.• Multi-tasker and can excel in a fast-paced environment.• Excellent customer service skills and experience in white glove handling VIPs/Executives.• Valid driver’s license