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