Enterprise It Desktop Support Engineer

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 Mission
As 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 Support
- Act as the first point of contact for desktop support issues.- Diagnose and resolve hardware, software, and operating system issues.- Provide support for:- Desktop PCs- Laptops- Mobile Devices- Tablets- Thin Clients- Audio-Visual Equipment- Telecom Solutions- Deliver both on-site and remote support when required.- Ensure minimal disruption to business operations.
Incident & Request Management
- Manage 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 Management
- Deploy, configure, and support:- Windows Devices- macOS Devices- iOS Devices- Manage 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 Support
- Troubleshoot:- Corporate Networking- Wi-Fi Connectivity- Device Connectivity Issues- Support 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 Excellence
- Deliver 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 & Compliance
- Ensure 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 & Reporting
- Maintain 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 For
Mandatory Requirements
- Experience providing Level 1 and Level 2 Desktop Support.- Strong troubleshooting skills across hardware and software environments.- Hands-on experience with:- Windows- macOS- Microsoft Office- Microsoft Collaboration & Messaging Tools- Experience supporting:- Laptops- Desktops- Mobile Devices- Tablets- iPhones- Experience using:- ServiceNow- ITSM Platforms- Incident Management Tools- Strong 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 Skills
End-User Computing
- Windows- macOS- iOS- Microsoft Office- Device Management- Hardware Lifecycle Management
IT Service Management
- ServiceNow- Incident Management- Request Fulfillment- SLA Management- Asset Management
Infrastructure & Connectivity
- Wi-Fi Troubleshooting- Network Connectivity- Endpoint Support- Printing Solutions- MFD Support
Mobility & Workplace Technology
- iPhone Support- Mobile Device Management- Tablets- Audio-Visual Equipment- Telephony Devices
Reporting & Administration
- Asset Inventory Ma