IT Support Engineer

This is a fully remote position, open to applicants in Portugal, +5 more states.

📋 Description

• Serve as the primary contact for all incoming IT support inquiries via Jira Service Management.

• Log, assess, and prioritize incidents and service requests in accordance with SLAs.

• Offer remote assistance for end-user issues concerning:

• Microsoft 365 applications (Teams, Outlook, Word, Excel, SharePoint, etc.).

• Windows 11 operating system.

• Email, Teams, and collaborative tools.

• Hardware troubleshooting (laptops, peripherals, mobile devices).

• Guide users through solutions and maintain clear communication regarding ticket status.

• Address more complex issues involving:

• Microsoft Intune (device enrollment, compliance, policies, app deployments, Windows Autopilot).

• Administrative tasks for Microsoft 365 (user setups, permissions, license assignments).

• Windows system troubleshooting and endpoint configuration.

• Escalate issues to senior technical colleagues as necessary and collaborate on resolutions.

• Participate in problem management by identifying recurring issues and recommending permanent solutions.

• Ensure adherence to IT policies, security protocols, and best practices.

• Work alongside IT team members to support enterprise SaaS applications and services.

⛳️ Requirements

• At least 5 years of experience in similar roles.

• Proven experience managing M365 and Windows desktop in a remote work environment.

• Exceptional problem-solving and analytical capabilities.

• Strong written and verbal communication skills in English, along with interpersonal skills.

• Familiarity with automation tools and scripting languages (e.g., PowerShell).

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development.