Field Support Technician - Paço de Arcos

Inetum is a global leader in IT services, dedicated to delivering innovative solutions to its clients. We are committed to fostering a dynamic, inclusive, and diverse work environment where creativity and collaboration can thrive. We operate in 19 countries and have more than 28,000 employees worldwide.

If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the right place for you! Come and be part of Inetum !

We are looking for a Field Support Technician to join a dynamic support team responsible for delivering on-site and remote IT support services to end users.

This role combines hands-on technical support with operational coordination responsibilities, requiring a professional capable of managing incidents and service requests, coordinating team activities, interacting directly with customers, and ensuring high levels of service quality and customer satisfaction.

Languages

- English: Professional working proficiency (mandatory).
- Portuguese: Fluent.

Responsibilities

Coordinate the team's daily activities, tasks, and incident management.; Manage escalations and communicate operational needs and issues to the customer.; Organize and manage team vacation schedules and absences.; Provide on-site and remote IT support to end users, ensuring timely resolution of incidents and requests.; Troubleshoot and resolve hardware and software issues affecting end-user devices.; Install, configure, and deploy desktop and laptop images.; Perform network patching activities within communications cabinets and data racks when required.; Support printers and other IT peripherals.; Manage and update support tickets with detailed information regarding actions performed and resolutions implemented.; Monitor ticket queues and ensure compliance with SLA targets.; Produce operational reports and participate in customer service review meetings.; Provide customer-facing support and maintain effective communication with stakeholders.; Work independently in high-pressure environments and manage competing priorities effectively.

Requirements

Experience providing desktop support and end-user IT support services .; Strong knowledge of Microsoft Windows operating systems.; Good knowledge of macOS environments.; Solid understanding of computer hardware, peripherals, and troubleshooting techniques.; Experience with desktop and laptop imaging and deployment processes.; Basic knowledge of computer networking concepts.; Experience working with incident and service request management tools.; Ability to coordinate operational activities and manage support ticket workloads.; Strong customer service orientation and communication skills.; Ability to work autonomously and make decisions in demanding environments.; Valid driver's license in Portugal.; Own vehicle.; Availability to travel between customer sites, particularly in Paço de Arcos and Carnaxide .; Availability to provide both on-site and remote support according to business needs.