2nd Level Support Technician

2 semanas atrás

Lisboa, Portugal Inetum Tempo inteiro

**Mission**

**Key Responsibilities**:

- **Perform 2nd Level Support**: Responsible for resolving complex technical issues escalated from the first level support team, including troubleshooting, diagnosing, and resolving technical problems related to our workplace environment.
- **Support Projects**: Collaborate with the Project Manager on various technical activities related to workplace projects, providing technical expertise, ensuring project requirements are met, and assisting with project implementation.
- **Incident, Problem, and Change Management**: Manage incidents and service requests, identify problems, and implement appropriate solutions, ensuring mínimal disruption to our workplace environment.
- **Ensure Quality of Service**: Support the delivery of annual IT satisfaction surveys, analyze survey results, and implement necessary improvements to enhance service quality.
- **Processes**: Responsible for drafting and maintaining our Target Operating Model to ensure alignment with the Group’s standards.
- **IT Asset Management**: Support effective management of IT assets, including hardware and software inventory, lifecycle management, and disposal.
- **IT Security**: Ensure the security of IT assets by implementing and maintaining security protocols and procedures.
- **HW Lifecycle**: Manage the hardware lifecycle, including procurement, deployment, maintenance, and disposal, to ensure optimal performance and cost-effectiveness.

**Profile**
- More than 2 years of experience in a similar role, specifically in IT Operations, IT Service Delivery, or Service Desk departments.
- Strong technical skills and knowledge of workplace environment.
- Excellent troubleshooting and problem-solving skills.
- Experience with Incident, Problem, and Change Management.
- Strong communication and interpersonal skills.
- Experience working alongside internal and external vendors in an international context.
- Proactivity and results orientation.
- Analytical mindset and attention to detail.
- Evidence collector, documentation mindset, and organizational skills.
- Familiarity with IT Asset Management and IT Security best practices.
- Good level of english: Independent user.

**Technical Skills**:

- IT Service Management methodology is required (an ITIL certification is a plus).
- Advanced knowledge of MS 365 suite, Windows 11, Autopilot, MS Teams & SharePoint is required.
- Advanced end-user workplace troubleshooting skills are required (MS PowerShell knowledge is a plus).
- Experience with ITSM tools, such as ServiceNow, is required.
- Project Management methodology is desired (PMI or similar).

**Organization**

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.

Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.

**Country**

**Location**

Lisbon

**Contract type**

Open-ended contract

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