Service Desk Technician – 1st Line (M/F)

Operações de TI · Lisboa — Campus do Lumiar · On-site · Full-time · Mid-level

We are looking for a 1st Line Service Desk Technician to join Overwan's support team, handling the intake, logging and resolution of technical requests and incidents, with a focus on service quality and user experience.

Overwan is a Portuguese company specialised in information technology solutions and managed services, supporting businesses and public bodies in the areas of networking, infrastructure, cybersecurity and technical support. We are strengthening our Service Desk team and are looking for a professional with an interest in information technology, strong problem-solving skills and a user-support mindset. In this role, you will be responsible for handling and following up on support requests, diagnosing and resolving first-line incidents, and escalating more complex issues to the specialised technical teams.

Responsibilities

• Receive and handle technical support requests via phone and the ticket management platform.
• Log, classify, prioritise and track incidents and service requests.
• Diagnose and resolve common issues related to computers, email, printers and access.
• Provide remote technical assistance to Overwan's customers' users.
• Escalate more complex incidents and requests to the 2nd line support teams.
• Ensure proper documentation of occurrences, diagnostics and interventions carried out.
• Create, update and maintain technical procedures and knowledge base articles for internal use.
• Contribute to service quality and to the continuous improvement of support processes.

Requirements

• Fluency in Portuguese and English, both spoken and written.
• Education or professional experience in information technology.
• Knowledge of Windows 10/11 and Microsoft 365, including Outlook, Teams and OneDrive.
• Fundamental knowledge of networking, including IP, DNS, DHCP, Wi-Fi and VPN.
• Strong communication skills, empathy and customer orientation.
• Organisation, a sense of responsibility and the ability to document work performed.
• Previous experience in Service Desk or Helpdesk roles (preferred).
• Knowledge of Active Directory or Microsoft Entra ID, including user and group management and password resets (preferred).
• Experience with remote support tools and ticket management platforms (preferred).
• Knowledge of printer and network equipment configuration (preferred).
• Basic understanding of backup, antivirus and IT security (preferred).
• CompTIA A+, Microsoft 365 Fundamentals or ITIL 4 Foundation certifications (preferred).
• Driving licence (preferred).

Benefits

• 12-month employment contract.
• Salary commensurate with experience and demonstrated skills.
• Meal allowance.
• Ongoing technical training and support for obtaining professional certifications.
• Career progression opportunities to 2nd line support and areas such as networking, systems or cybersecurity.
• Integration into a close-knit, collaborative and technically diverse team.
• Involvement in technology projects and services for customers across different industries.
• Working hours from 09:00 to 18:00, on-site.