Department: IT Operations

Reporting to: Corporate Service Desk and Training Manager – IT Operations

Location: Lisbon, Portugal

Job Purpose: Provide technical hardware and software support to employees in a growing corporate head office environment.

Key responsibilities:

  • Provide technical support to local and remote users
  • Deploy Windows 10 to laptops and desktops
  • Troubleshoot Windows 10 and Windows 7 systems
  • Maintenance of laptop and desktop hardware
  • Management of incoming requests and issues via a helpdesk ticketing system
  • Ensure tickets are responded to in a timely manner and all actions taken are documented 
  • Draft work instructions and technical documentation. e.g. knowledge base articles 
  • Active Directory, Office 365 and Microsoft Exchange server Administration (Mailbox, Distribution Groups, Resource administration)
  • Management of hardware inventory

Essential Competencies/Skills:

  • Customer focused approach to Service Delivery
  • Previous desktop support experience
  • Experience with:
  • Windows Server
  • Microsoft SCCM
  • Active Directory administration
  • Office 365 (setup, support, troubleshooting including OneDrive)
  • PC hardware (image, support, troubleshooting & basic upgrades)
  • MacOS
  • Excellent communication and interpersonal skills
  • Fluent command of English language
  • Adaptability to Change
  • Strong troubleshooting skills (systematic, logical approach)
  • Able to achieve goals when working alone and as part of a small team
  • Customer-focused
  • Quality-focused
  • Organized

Desired Competencies/Skills:

  • Experience deploying Windows 10 systems in an enterprise environment
  • Familiarity with ITIL concepts (Foundation level or higher)
  • Focus on continuous improvement
  • Familiarity with Polycom audio/visual videoconferencing equipment
  • Familiarity with Xerox printers

*As duties and responsibilities of the post holder change, the job description may be reviewed and amended as appropriate.

Department: Technology
Employment Duration: Full Time Permanent
Location: Lisbon

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