IT Support Technician

Workplace: Lisbon (On-Site)

Role:

• Provide first-line support to end users via phone or the ticketing system;
• Remotely diagnose and resolve incidents related to Windows applications and systems;
• Identify the most appropriate solution based on an analysis of reported incidents;
• Guiding users through the troubleshooting process;
• Escalating unresolved incidents to second-level support teams;
• Providing information and technical support regarding IT products and services;
• Logging and tracking incidents, related actions, and solutions;
• Managing users, access, and permissions across different systems;
• Tracking the status of requests and communicating with users;
• Collecting and forwarding user feedback and suggestions to the responsible teams;
• Identifying and suggesting improvements to support procedures and processes;
• Collaborating on IT projects throughout the lifecycle of organizational infrastructure and programs;
• Supporting support teams from other service providers;
• Using knowledge bases and technical documentation to diagnose and resolve incidents;
• Willingness to work staggered shifts when necessary.

Profile:

• Technical training in the field of Information Technology or equivalent professional experience;
• At least 5 years of professional experience in technical support or Service Desk roles;
• Strong knowledge of networks (LAN, WAN, Wi-Fi, DNS, DHCP), server infrastructure, hardware, and software;
• Knowledge of Active Directory and desktop infrastructure;
• Strong knowledge of Windows Client and Windows Server operating systems and Microsoft Office;
• Knowledge of iOS and Android for supporting devices used by end users;
• Solid knowledge of Windows, including diagnostics, troubleshooting, and reinstallation of equipment;
• Knowledge of Microsoft Office products, antivirus solutions, and desktop services;
• Fluency in English;
• Problem-solving orientation and a strong sense of customer service;
• A strong sense of responsibility, proactivity, and problem-solving skills;
• Excellent oral and written communication skills;
• Ability to work in remote teams and collaborate with various internal and external stakeholders;
• Ability to work independently while maintaining a collaborative approach;
• Ability to adapt and learn quickly.

Work with us:

• With more than 30 years of experience, Rumos has a team of professionals specialized in IT;
• At Rumos, consultants integrate highly challenging projects, based on the latest technology and in the most diverse sectors of activity;
• Rumos consultants have access to a certified training plan, which offers a constant update of technical skills;
• Rumos, as an employer, has job opportunities based on equity, integrity and diversity. Based on these values, we work so that no person is discriminated against on the basis of age, degree of disability, gender, marital status, pregnancy and maternity, race, beliefs or sexual orientation. We believe in everyone's abilities, because we have in our DNA team spirit and mutual help, empathy and respect.