IT Service Desk Engineer – Czech, Italian, German

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Deliver first-tier IT support to end-users across various European markets

• Serve as the initial point of contact for Level 1 technical issues via telephone, email, and ticketing systems

• Assess, diagnose, and resolve issues related to hardware, software, networking, and applications

• Escalate matters to L2/L3 teams when necessary

• Provide support in both Czech and Italian language lines as part of a multilingual team

• Offer 24/7 rotational support

• Oversee incidents, service requests, queues, and updates within ServiceNow

• Manage users and devices utilizing Active Directory, ARS, O365, and Intune

• Deliver remote assistance using BeyondTrust

• Configure and troubleshoot Microsoft Teams Rooms and audio-visual equipment

• Adhere to established ITIL processes

• Update the knowledge base and engage in ongoing service improvement

• Collaborate with team members in a healthcare and life sciences enterprise environment

⛳️ Requirements

• 1–7 years of experience in an IT Service Desk or Technical Support (L1) position

• CEFR B2 or higher proficiency in Czech, Italian, and German — all three are essential; active professional use is expected

• Fluent in English, both written and spoken, for internal team communication and documentation purposes

• Willingness to operate in a 24/7 rotational shift setting

• Ability to conduct first-line diagnosis and resolution for hardware, software, networking, and application issues

• Proficient in Microsoft O365 and Windows operating systems, including installation, configuration, and troubleshooting

• Experience with Active Directory and ARS for user account management, password resets, and account lockouts

• Familiarity with Microsoft Intune for device configuration and update management

• Basic network troubleshooting skills including TCP/IP, DNS, DHCP, VPN, and Wi-Fi

• Capability to set up and troubleshoot MTR/AV equipment

• Practical experience with ServiceNow for incident logging, tracking, and queue management

• Knowledge of Genesys and BeyondTrust (Bomgar) is a plus

• Accurate documentation of incidents and service requests with timely updates

• Basic understanding of Major Incident Management processes

• Strong customer service focus, patience, and empathy

• Effective teamwork, a continuous improvement mindset, time management, and ability to prioritize tasks under pressure

🏝️ Benefits

• Full remote work opportunity from Portugal

• 24/7 rotational shift schedule

• Structured career advancement platform within IT

• Opportunities for continuous improvement and contributions to the knowledge base