It Helpdesk 100% Office

100% Onsite | Lisbon

About the Role
We are looking for an IT Desktop Support Engineer to join a large-scale enterprise environment supporting over 12,000 users across multiple locations in Portugal.
You will act as the primary point of contact for end-user IT support, ensuring employees receive fast, reliable, and high-quality assistance for hardware, software, mobility, networking, and workplace technology services.
This role combines hands-on technical support, asset management, incident resolution, and workplace infrastructure support within a dynamic and customer-focused environment.
Working closely with local and global IT teams, you will play a key role in maintaining operational continuity, improving the end-user experience, and ensuring compliance with security and service standards.
Your MissionAs an IT Desktop Support Engineer, you will:Deliver exceptional on-site IT support to end users.
Ensure rapid resolution of hardware, software, and connectivity issues.
Manage the deployment and lifecycle of workplace devices.
Maintain a secure, stable, and efficient end-user computing environment.
Contribute to service excellence while meeting SLA commitments.
Support business users across multiple sites and operational hubs.

Key Responsibilities
End-User SupportAct as the first point of contact for desktop support issues.
Diagnose and resolve hardware, software, and operating system issues.
Provide support for:Desktop PCsLaptopsMobile DevicesTabletsThin ClientsAudio-Visual EquipmentTelecom SolutionsDeliver both on-site and remote support when required.
Ensure minimal disruption to business operations.
Incident & Request ManagementManage incidents and service requests through ServiceNow.
Track, document, and update support activities within ITSM tools.
Escalate complex issues to specialized teams when necessary.
Ensure compliance with SLA targets and service quality standards.
Maintain accurate records of all support and operational activities.
Workplace Technology & Device ManagementDeploy, configure, and support:Windows DevicesmacOS DevicesiOS DevicesManage device provisioning, replacements, upgrades, and lifecycle activities.
Support software installation, troubleshooting, updates, and reinstalls.
Maintain accurate asset inventory and device allocation records.
Support warranty tracking and equipment management.
Networking & Infrastructure SupportTroubleshoot:Corporate NetworkingWi-Fi ConnectivityDevice Connectivity IssuesSupport network patching activities and root cause investigations.
Resolve printing and multifunction device issues.
Assist with office moves, workplace setups, and infrastructure changes.
Customer Experience & Service ExcellenceDeliver a high-quality customer experience across all interactions.
Build strong relationships with business stakeholders.
Communicate effectively and proactively regarding incidents and service requests.
Manage users with different technical capabilities and expectations.
Act as a trusted technology partner for end users.
Security & ComplianceEnsure compliance with corporate IT policies and security standards.
Support secure device deployment and configuration.
Follow IT Security and operational governance procedures.
Contribute to disaster recovery readiness and business continuity requirements.
Documentation & ReportingMaintain technical documentation and support knowledge bases.
Produce operational reports and inventory tracking information.
Document recurring issues and resolutions for future reference.
Contribute to process improvements and service optimization initiatives.
What We're Looking ForMandatory RequirementsExperience providing Level 1 and Level 2 Desktop Support.
Strong troubleshooting skills across hardware and software environments.
Hands-on experience with:WindowsmacOSMicrosoft OfficeMicrosoft Collaboration & Messaging ToolsExperience supporting:LaptopsDesktopsMobile DevicesTabletsiPhonesExperience using:ServiceNowITSM PlatformsIncident Management ToolsStrong customer service and communication skills.
Experience working in fast-paced enterprise environments.
Ability to work independently while collaborating effectively within a team.
Fluent English.
Technical SkillsEnd-User ComputingWindowsmacOSiOSMicrosoft OfficeDevice ManagementHardware Lifecycle ManagementIT Service ManagementServiceNowIncident ManagementRequest FulfillmentSLA ManagementAsset ManagementInfrastructure & ConnectivityWi-Fi TroubleshootingNetwork ConnectivityEndpoint SupportPrinting SolutionsMFD SupportMobility & Workplace TechnologyiPhone SupportMobile Device ManagementTabletsAudio-Visual EquipmentTelephony DevicesReporting & AdministrationAsset Inventory ManagementReportingDocumentationKnowledge Base MaintenanceNice to HaveExperience within Banking or Financial Services environments.
ITIL Foundation Certification.
Microsoft Certifications.
Hardware Vendor Certifications.
Knowledge of financial services applications and software.
Experience supporting large-scale enterprise environments.