IT Helpdesk Engineer

• Provide high-quality first- and second-line IT support across the remote-first global user base
• Operate on a regular 14:00–23:00 shift, including a one-hour break
• Act as the first point of contact for IT support requests via Jira Service Management
• Log, triage, and prioritise incidents and service requests according to SLAs
• Provide remote support for Microsoft 365 applications, Windows 11, email, Teams, collaboration tools, laptops, peripherals, and mobile devices
• Guide users through fixes and communicate ticket progress
• Troubleshoot Microsoft Intune device enrolment, compliance, policies, app deployments, and Windows Autopilot
• Perform Microsoft 365 administrative tasks, including user setup, permissions, and license assignments
• Troubleshoot Windows systems and endpoint configurations
• Escalate issues to senior technical colleagues and collaborate on resolutions
• Identify recurring issues and propose permanent fixes through problem management
• Ensure compliance with IT policies, security standards, and best practices
• Collaborate with IT team members to support enterprise SaaS applications and services
• Remotely onboard and offboard new colleagues
• Contribute to small infrastructure improvement projects and liaise with external vendors

• Official resident in Portugal
• Minimum of 5 years of experience in similar role(s)
• Experience managing Microsoft 365 and Windows desktop in a remote company
• Excellent problem-solving and analytical skills
• Strong written and spoken English communication and interpersonal abilities
• Experience with automation tools and scripting languages, such as PowerShell
• Hands-on management of Microsoft Intune for MDM and MAM
• Experience managing small internal projects and liaising with external vendors
• Knowledge of security products such as Microsoft Sentinel, Defender, and DLP is advantageous
• Experience managing Windows 365 Desktop environments
• Knowledge of Microsoft Intune, Entra ID, Azure, Microsoft 365, SharePoint Online administration, and Defender ATP
• European citizen or permanent resident in Portugal

• Competitive salary
• Strong benefits
• Collaborative environment that supports growth and development
• Fully remote work from any location in Portugal
• One-hour break during the 14:00–23:00 shift