Job Description

We are looking for a Field Support Coordinator to oversee the daily operations of a technical support team while providing hands-on end-user support. This role combines team coordination, incident management, and customer communication with on-site and remote IT support activities. The successful candidate will be responsible for managing operational escalations, coordinating team workloads, and ensuring high-quality service delivery across client locations.

Responsibilities:

• Coordinate the team's daily activities, incidents, and service requests, ensuring efficient task allocation and resolution.

• Act as the primary point of contact for operational escalations and customer communications.

• Manage team planning, including holidays, absences, and workload distribution.

• Provide on-site and remote IT support to end users, according to business and customer needs.

• Troubleshoot and resolve hardware, software, and peripheral issues.

• Install and deploy operating system images on PCs and laptops.

• Perform network patching activities within data cabinets and support printer-related issues.

• Support and troubleshoot Windows and macOS operating systems.

• Update and maintain ticketing systems with detailed information regarding actions performed and resolutions provided.

• Work independently in high-pressure environments while maintaining service quality and customer satisfaction.

• Monitor ticket progress and ensure timely responses and resolutions in line with service expectations.

Profile

• Proven experience in IT Support, End-User Support, or Field Services environments.

• Strong knowledge of Microsoft Windows and macOS operating systems.

• Solid understanding of computer hardware, peripherals, and troubleshooting methodologies.

• Basic knowledge of computer networking concepts.

• Experience with ticketing and incident management processes.

• Strong coordination, organizational, and customer-facing communication skills.

• Ability to work autonomously and effectively under pressure.

• Fluency in English (spoken and written).

• Valid driving license in Portugal.

• Availability to travel between customer sites when required.

• Knowledge of ITIL practices or an ITIL certification will be considered an advantage.