End User Support Specialist

Há 7 horas

Lisboa, Lisboa, Portugal H-Tech Supports Tempo inteiro

Role Overview

The Desktop Support Specialist provides advanced technical support for end-user computing environments. This role handles escalated issues, performs in-depth troubleshooting, and ensures timely resolution of hardware, software, and network-related incidents in accordance with SLAs.

Key Responsibilities

  • Provide technical support for desktops, laptops, peripherals, and mobile devices
  • Handle escalated issues and resolve complex technical problems
  • Diagnose and resolve issues related to:
  • Windows 10/11, macOS (basic)
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Active Directory (user accounts, groups, password resets, GPO basics)
  • Network connectivity (LAN, Wi-Fi, VPN)
  • Install, configure, and maintain:
  • Operating systems and standard applications
  • Printers, scanners, and other peripherals
  • Perform hardware break/fix, replacements, and upgrades
  • Support remote users using tools such as Intune, SCCM, TeamViewer, AnyDesk, and RDP
  • Coordinate with senior support teams (Network, Server, Security) and third-party vendors
  • Maintain accurate documentation in ticketing systems (ServiceNow, Jira, Remedy, etc.)
  • Follow ITIL processes for Incident, Request, and Problem Management
  • Participate in asset management and inventory tracking
  • Support onboarding and offboarding activities (user setup, access provisioning, device handover)

Required Skills & Qualifications

  • 2–4 years of experience in Desktop / End-User Support
  • Strong knowledge of:
  • Windows OS troubleshooting
  • Active Directory & Azure AD (basic)
  • Microsoft 365 administration (basic)
  • TCP/IP, DNS, DHCP fundamentals
  • Experience working in SLA-driven environments using ticketing systems
  • Hands-on experience with hardware troubleshooting
  • Understanding of IT security best practices
  • Strong communication and customer service skills

Nice to Have

  • Experience with:
  • Intune / Autopilot
  • SCCM / MECM
  • Citrix / VDI environments
  • ITIL Foundation certification
  • Microsoft certifications (MD-100/101, MS-900)
  • Experience in enterprise or multinational environments

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