IT Support - Técnico 2ª Linha - Customer Support

About the Position

ROOX Business Solutions is a company focused on delivering 360° IT products and services for professional services, specialized in the market of Law Firms. We have an international presence and present a continuous growth path. Our mission is to humanize technology and we need you to help us.

Given the growth of our business, professionalization, and ambition for higher levels of quality, we are reinforcing our teams by admitting advanced support specialists to our Customer Support (2nd Line) team.

Responsibilities

• Resolution of 2nd Line Incidents: Act as an escalation point for complex technical problems that require in-depth analysis and advanced diagnostics.
• System and Cloud Administration: Management and maintenance of Microsoft 365 and Windows Server environments.
• Security and Networks: Configuration and troubleshooting of endpoint security solutions (EDR), perimeter security solutions (SPAM Filtering, Web Filtering, Application Control), networks (VLANs, VPNs), and connectivity.
• Support for 1st Line: Technical mentoring and creation of documentation (Knowledge Base) to empower the first-line team.
• Technical Projects: Active participation in the implementation of infrastructures and technological migrations for reference clients.
• SLA Guarantee: Ensure that critical incidents are resolved within agreed timeframes, maintaining excellent communication with the client.

Requirements

• Academic Qualifications: Minimum 12th Grade (higher education in Computer Engineering or similar will be valued);
• Experience: Minimum of 3 to 5 years in technical support roles, with proven experience in 2nd line environments;
• Technical Proficiency: Solid knowledge in Windows Server administration, Virtualization (Hyper-V), Microsoft 365 ecosystem, WatchGuard technology solutions;
• Networking: Advanced knowledge of networks (routing and switching);
• Languages: Good knowledge of English (spoken and written);
• Analytical Ability: Strong attention to detail and autonomy in solving complex problems;
• Communication: Excellent interpersonal skills and management of client expectations from executive/legal profiles;
• Mobility: Light vehicle driving license.

We Offer

• Remuneration: Adjusted to experience and demonstrated competencies, approximately between 1100€ and 1450€ net.
• Professional Development: Real opportunity for professional growth with exposure to diverse technological challenges beyond IT support.
• Technological Environment: Exposure to high-complexity projects and top-tier management tools.
• Specialized Training: Access to certifications and constant updates on cutting-edge technologies.

If you meet the requirements and want to embrace this challenge in a company in full expansion, send us your CV.

About the Company

ROOX Business Solutions is a company focused on delivering 360° IT products and services for professional services, specialized in the market of Law Firms. We have an international presence and present a continuous growth path. Our mission is to humanize technology and we need you to help us.