Support/Helpdesk

Inetum2

Lisbon, Lisbon, Portugal Hybrid permanent

Posted: March 6, 2026

Required Skills

Job Description

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.  

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.  

Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.  

End user support engineer

The End User Support Engineer is responsible for providing first-line IT support to employees, ensuring timely resolution of issues and maintaining a high level of customer satisfaction. This role involves handling tickets, troubleshooting problems, escalating when necessary, and creating self-help resources for end users. Additionally, the engineer will perform basic support tasks for ERP systems and contribute to continuous improvement of support processes.

Core responsibilities:

• Ticket Management

• Monitor and pick up tickets from the helpdesk queue.
• Resolve issues where possible or document troubleshooting steps and escalate to second-line support.
• Communicate effectively with end users to gather information and provide updates.

• Knowledge Base Development

• Create and maintain self-support articles and FAQs to empower end users.
• Identify recurring issues and develop solutions to reduce ticket volume.

• ERP Support

• Perform basic support tasks for ERP systems, including user assistance and minor configuration troubleshooting.
• Escalate complex ERP issues to specialized teams.

• Customer Interaction

• Deliver professional support in English (written and spoken). [mandatory]
• French or German language skills are a plus for supporting multilingual users.

• Collaboration

• Work closely with second-line support and other IT teams to ensure smooth issue resolution.
• Provide feedback on common issues to improve processes and tools.

Skills & competencies:

• Experience

• 2–4 years in IT support or helpdesk roles.
• Familiarity with Windows and Office 365 environments.
• Basic understanding of ERP systems.

• Skills

• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills in English [mandatory]; French is a plus.
• Ability to create clear and user-friendly documentation.

• Optional certifications
• ITIL Foundation (preferred).
• Microsoft Modern Desktop Administrator Associate.
• Behavioural competencies
• Customer-focused mindset with strong interpersonal skills.
• Ability to work independently and as part of a team.
• Organized and detail-oriented approach to ticket handling and documentation.
• Proactive in identifying improvements and contributing to knowledge sharing.

Key performance indicators:

• Ticket Resolution Time: Average time to resolve first-line tickets.
• First Contact Resolution Rate: Percentage of issues resolved without escalation.
• Knowledge Base Contribution: Number and quality of self-help articles created.
• Customer Satisfaction: End-user feedback scores on support interactions.

• Shift schedule, between 6:00 a.m. and 10:00 p.m., Monday through Saturday.
• Project duration: 6 months.

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