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

About the Position

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

Overwan is a Portuguese company specialized 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 specialized technical teams.

Responsibilities

• Receive and handle technical support requests via phone and the ticket management platform.
• Log, classify, prioritize, 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).

We Offer

• 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.

About the Company

Overwan is a Portuguese company specialized in information technology solutions and managed services, supporting businesses and public bodies in the areas of networking, infrastructure, cybersecurity, and technical support.