About this role
We are looking for an 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. 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.