Outsystems Support Analyst em Caparica, Portugal

- Provide L1/L2 IT technical support to end users across Porto and Lisbon, ensuring timely resolution of hardware, software, operating system, and network incidents.- Diagnose and troubleshoot Windows, macOS, hardware, software, and connectivity issues, minimizing business impact and meeting established SLA targets.- Investigate recurring incidents and contribute to root cause analysis and problem resolution.- Manage the full hardware and software lifecycle, including workstation provisioning, configuration, maintenance, replacement, and decommissioning.- Manage and support enterprise endpoints, peripherals, and workplace technology.- Provide technical support for meeting rooms and collaboration technologies, particularly Cisco and Microsoft Teams Rooms.- Support and maintain workplace IT infrastructure across corporate offices.- Use PowerShell or other scripting tools to automate repetitive support activities and improve operational efficiency.- Manage IT assets and inventory, including equipment audits and secure decommissioning in accordance with corporate security and data protection policies.- Collaborate with Infrastructure, Security, Systems Administration, and Engineering teams during incident investigations, system rollouts, and infrastructure upgrades.- Provide guidance and technical support to junior support team members.- Create and maintain technical documentation, troubleshooting procedures, and knowledge base articles.- Follow ITIL-based processes, including Incident, Problem, and Change Management.- Ensure support activities comply with defined SLA and service delivery requirements.Requirements- More than 6+ years of hands-on experience in IT User Support, Service Desk, Workplace Support, or Workplace Infrastructure within a corporate environment.- Advanced knowledge of Windows operating systems.- Good knowledge of Active Directory.- Good knowledge of Microsoft 365 environments.- Working knowledge of macOS, including basic configuration and troubleshooting.- Good working knowledge of SCCM / Microsoft Configuration Manager.- Practical experience with MDM (Mobile Device Management) solutions.- Solid knowledge of PowerShell or equivalent scripting tools for automation, configuration, and bulk system management.- Strong understanding of PC hardware architecture and hardware diagnostic tools.- Good understanding of networking fundamentals and protocols, including: TCP/IP, DNS, DHCP, VPN- Experience supporting meeting rooms and collaboration technologies, particularly Microsoft Teams Rooms.- Solid understanding of ITIL practices, particularly Incident, Problem, and Change Management.- Experience working in SLA-driven support environments.- English B2 or above – mandatory.- Strong troubleshooting, analytical, and problem-solving skills.- Good communication and interpersonal skills.- Ability to remain calm, structured, and effective under pressure.- Ability to work independently while collaborating effectively with cross-functional teams.