IT Support Engineer

GIS360 is a global IT services and technology solutions provider delivering help desk support, managed IT services, field engineering and engineer dispatch, infrastructure and network support, cybersecurity, Microsoft Dynamics 365 and ERP expertise, wireless services, technical resourcing and compliant IT asset disposal.

We coordinate cross-country operations through our presence in Portugal-including Beja, Lisbon and Porto-with additional operational coverage in Spain through Madrid, Barcelona and Sevilla, and across the United Kingdom. This footprint enables GIS360 to combine central service coordination with responsive local delivery for organisations operating across multiple locations.

Our company expertise brings together service governance, SLA-driven operations, technical consulting, vendor coordination and qualified local engineering capability. We help customers standardise technology delivery, strengthen operational resilience and access the right specialists wherever their business requires support.

GIS360 is seeking an IT Support Engineer to provide practical day-to-day technical support for business users across remote and client-site environments. You will diagnose common workplace technology issues, restore service where possible and keep users informed throughout the support process.

The role focuses on accessible first- and second-line troubleshooting across Windows devices, Microsoft 365 applications, user access, laptops, desktops, printers, peripherals and basic connectivity. You will follow documented procedures, use remote-support and ticketing tools, and escalate complex infrastructure, network, security or application issues to the appropriate specialist team.

This is a hands-on support position suited to someone who is methodical, customer-focused and comfortable learning within a structured service environment. Assignments may include remote support, scheduled workplace deployments and visits to customer locations in Portugal.

• Receive, record, categorise and prioritise incidents and service requests through the approved ticketing process.
• Troubleshoot common Windows 10 and Windows 11 issues, application errors, device performance problems and user-access difficulties.
• Provide basic support for Microsoft 365 applications, including Outlook, Teams, OneDrive and standard sign-in or synchronisation issues.
• Diagnose laptops, desktops, monitors, docking stations, printers and other workplace peripherals, arranging replacement or escalation where required.
• Perform basic wired, wireless, VPN and internet-connectivity checks using documented troubleshooting steps.
• Support password resets, account-access requests and standard user administration in line with customer procedures and authorisation.
• Use approved remote-support tools to guide users, reproduce issues and complete safe corrective actions.
• Prepare, configure, deploy and replace workplace devices according to build guides, checklists and customer standards.
• Assist with installations, moves, additions and changes, including desk setups, peripheral replacement and routine software deployment.
• Keep tickets updated with clear notes, troubleshooting performed, user communication, outcomes and next actions.
• Recognise issues outside the role's support scope and escalate them promptly with complete diagnostic information.
• Maintain professional conduct at customer sites and protect user, company and customer information at all times.

• Practical experience providing end-user, service desk, desktop or workplace IT support, gained through employment, training, an internship or a similar technical environment.
• Basic working knowledge of Windows 10 and Windows 11, common Microsoft 365 applications and standard business software.
• Ability to follow a logical troubleshooting process for straightforward hardware, software, account and connectivity issues.
• Basic understanding of IP addressing, DNS, DHCP, Wi-Fi and VPN concepts at an end-user support level; advanced network configuration is not required.
• Confidence supporting laptops, desktops, printers, monitors, docking stations and common workplace peripherals.
• Familiarity with ticketing systems, remote-support tools or structured incident-management processes.
• Ability to document symptoms, troubleshooting steps, outcomes and escalation notes clearly and accurately.
• Patient, professional communication with users who have different levels of technical confidence.
• Professional written and spoken English; Portuguese is useful for local customer support.
• Willingness to work in a hybrid arrangement and travel to customer locations in Portugal when assignments require it.

• Exposure to Microsoft Entra ID, Active Directory, Microsoft Intune or endpoint-management tools at a basic support level.
• Experience with device preparation, imaging, onboarding, offboarding or workplace deployment activities.
• Awareness of ITIL practices and the relationship between incidents, service requests, priorities and escalation.
• A relevant foundation-level certification such as CompTIA A+, Microsoft Fundamentals or ITIL Foundation.
• Experience supporting users in a managed-service, multi-site or customer-facing environment.
• Portuguese or another European language in addition to English.

• A practical support role with exposure to varied workplace technologies and customer environments.
• Structured opportunities to strengthen troubleshooting, service desk and field-support capability.
• Access to relevant learning resources, technical guidance and certification development.
• Collaboration with experienced specialists across infrastructure, managed services, applications and field engineering.
• Hybrid working arrangements aligned with support schedules and customer assignments.
• Clear escalation paths that enable learning without expecting advanced specialist knowledge from day one.
• A professional environment that values reliability, respectful communication, accurate documentation and continuous improvement.

GIS360 delivers coordinated IT support, field engineering, managed services, enterprise applications and specialist technical resources across EMEA, APAC and LATAM. Our delivery model combines local technical capability with consistent operational coordination for customers working across multiple locations.

We value practical expertise, professional accountability, continuous learning and respectful collaboration. Our support teams work together to resolve user issues, maintain reliable technology services and build long-term customer relationships. GIS360 provides equal employment opportunities and assesses applicants according to role-related experience, capability and business requirements.