IT Support Engineer (all genders) (Any location in Portugal)

At Tenthpin, we are looking for a proactive and customer focused IT Support Engineer to provide high quality 1st and 2nd line support across our remote-first global user base. The ideal candidate will have significant hands-on experience supporting Microsoft 365 applications and infrastructure, Windows, Microsoft Intune and common desktop software. Previous use of ITSM tools is expected, knowledge of Jira Service Management would be beneficial. You will play a key role in resolving technical issues, improving user experience, and contributing to the continuous enhancement of IT services.

Previous experience in a similar role is essential, as are excellent written and verbal English language skills. Alongside day-to-day tickets, remotely onboarding and offboarding new colleagues, will be the opportunity to work on small projects to improve our infrastructure.

The opportunity

The role will include but not be limited to:

·       Act as the first point of contact for all incoming IT support requests via Jira Service Management

·       Log, triage, and prioritise incidents and service requests according to SLAs

·       Provide remote support for end user issues related to:

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

·       Windows 11 OS

·       Email, Teams, and collaboration tools

·       Hardware troubleshooting (laptops, peripherals, mobile devices)

·       Guide users through fixes and provide clear communication on ticket progress

·       Troubleshoot more complex issues related to:

·       Microsoft Intune (device enrolment, compliance, policies, app deployments, Windows Autopilot)

·       Microsoft 365 administrative tasks (user setups, permissions, license assignments)

·       Windows system troubleshooting and endpoint configuration

·       Escalate issues to senior technical Colleagues, when required and collaborate on resolution

·       Contribute to problem management by identifying recurring issues and proposing permanent fixes

·       Ensure compliance with IT policies, security standards, and best practices

·       Collaborate with IT team members to support enterprise SaaS applications and services

Your experience

·       Minimum of 5 years of experience in similar role(s)

·       Experience managing M365 and Windows desktop in a remote Company

·       Excellent problem-solving and analytical skills

·       Strong English written, and spoken communication along with interpersonal abilities

·       Experience with automation tools and scripting languages (e.g., PowerShell)

Why Tenthpin

Tenthpin is a Global Consulting and Technology Boutique for the Life Sciences industry. With around 450 consultants and constantly growing, we currently operate out of 8 countries: Switzerland, Germany, UK, Portugal, Poland, Japan, USA and India.

At least sixteen of the top 20 Life Sciences companies worldwide trust Tenthpin for independent and unbiased advice.

Our Corporate Services teams are more than a support function. We are subject matter experts and trusted business partners who work closely with colleagues and leaders across the organisation. As part of a truly global and collaborative team, we proactively solve challenges, support growth, and help shape the continued success of Tenthpin.

We offer a competitive salary and benefits package and a collaborative work environment that encourages professional growth and development.

If you enjoy working in an entrepreneurial and international environment, value collaboration, and want to make a genuine impact within a growing global organisation, we'd love to hear from you.

Tenthpin is an equal opportunities employer.

We look forward to hearing from you.