IT Service Desk Engineer

About the job IT Service Desk Engineer (Czech/Italian/German) – Full Remote Portugal | Healthcare & Life Sciences

**IT Service Desk Engineer (Czech/Italian/German) – Full Remote Portugal | Healthcare & Life Sciences**

**ABOUT THE OPPORTUNITY**

A multilingual IT support role inside a global Healthcare & Life Sciences environment — where the quality of your support directly impacts the people who keep critical operations running. You'll be the first point of contact for end-users across multiple European markets, handling a broad range of L1 technical issues across hardware, software, and connectivity. If you're fluent in Czech, Italian, or German, have a genuine service mindset, and want to grow your IT career in a structured, process-driven global organisation, this is a solid platform to do it from.

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**PROJECT & CONTEXT**

You'll join a multilingual IT Service Desk team providing 24/7 rotational support across Czech and Italian language lines. The scope covers first-line triage, diagnosis, and resolution of IT issues via phone, email, and ticketing — with structured escalation to L2/L3 where needed. The environment is enterprise-grade: ServiceNow for ticketing, Active Directory and O365 for user management, Intune for device management, and BeyondTrust for remote support. You'll work within defined ITIL processes, contribute to knowledge base updates, and collaborate with team peers focused on continuous service improvement.

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**WHAT WE'RE LOOKING FOR**

**Experience & Languages**

- **1–7 years of experience** in an IT Service Desk or Technical Support (L1) role

- **CEFR B2 or above in Czech, Italian, and German** — all three required; active professional use expected

- **Fluent English** — written and spoken, for internal team communication and documentation

- Willingness to work in a **24/7 rotational shift environment** (fully remote)

**Technical Support Skills**

- First-line diagnosis and resolution of issues across **hardware, software, networking, and applications**

- Proficiency with **Microsoft O365** and **Windows operating systems** — installation, configuration, and troubleshooting

- **Active Directory and ARS** — user account management, password resets, account lockouts

- **Microsoft Intune** — device configuration and update management

- Basic network troubleshooting: **TCP/IP, DNS, DHCP, VPN, and Wi-Fi**

- Setup and troubleshooting of **MTR/AV (Microsoft Teams Rooms / Audio-Visual)** equipment

**Tooling**

- Hands-on experience with **ServiceNow** for incident logging, tracking, and queue management

- Familiarity with **Genesys** (call management) and **BeyondTrust (Bomgar)** for remote support

- Accurate documentation of incidents and service requests with timely updates

**Soft Skills & Ways of Working**

- Strong customer service orientation — patience and empathy with frustrated or non-technical users

- Basic understanding of **Major Incident Management (MIM)** processes

- Effective team player with a continuous improvement mindset

- Strong time management and task prioritisation under pressure

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**NICE TO HAVE**

- **CEFR B2 or above in Spanish or French** — additional language coverage is a meaningful differentiator

- **ITIL Foundation certification** (or working knowledge of ITIL processes)

- Bachelor's degree with Italian as primary language, or bilingual academic background

- Experience in **Healthcare, Life Sciences, or other regulated industries**

- Familiarity with hardware device management: desktops, laptops, printers, and mobile devices in enterprise environments