Junior IT Support (Helpdesk)

Job Description

Every day, somewhere in the world, important decisions are made. Whether it is a private equity company deciding to invest millions into a business or a large corporation implementing a new strategic direction, these decisions impact employees, customers, and other stakeholders.

Consulting and private equity firms come to proSapient when they need to discover knowledge to help them make great decisions and succeed in their goals. It is our mission to support them in their discovery of knowledge.

We help our clients find industry experts who can provide their knowledge via interview or survey: we curate this knowledge in a market-leading software platform; and we help clients surface knowledge they already have through expansive knowledge management.

Our Lisbon office is growing quickly, and we’re excited to hire our first on-site IT Support professional. This is an ideal opportunity for someone early in their IT career who wants hands-on experience, real responsibility, and exposure to a fast-growing, international environment. You’ll be the go-to person for local IT support in the office, while being fully supported by our experienced global IT team as you learn and grow.

If you’re keen to build strong IT foundations, develop practical skills across hardware, software, and user support, and grow alongside a scaling office, this role offers an excellent starting point.

Key duties in this role will include:

• Providing 1st line technical support to end users on desktops, laptops, printers, conferencing equipment, and office IT infrastructure.

• Maintaining daily checks across the IT infrastructure to ensure maximum uptime and compliance.

• Troubleshooting and resolve issues with hardware, software, operating systems (Windows/macOS), and collaboration tools (Microsoft 365, Teams, Zoom, etc.).

• Managing the new starter and leaver processes, including workstation setup, account provisioning/deactivation, hardware distribution, and access control.

• Escalating more complex issues to the global IT team while maintaining ownership and communication until resolution.

• Maintaining and updating documentation for local IT procedures and technical solutions.

• Ensuring compliance with global IT policies, standards, and security protocols.

• Assisting with IT asset tracking, hardware inventory, and procurement.

• Participating in regular IT maintenance, upgrades, and project rollouts across the EMEA offices.

• Effectively demonstrating a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to maintain overall employee satisfaction.

• Leveraging critical thinking skills to find practical workarounds and permanent solutions.

Key previous experience desired for this role includes:

• Bachelor’s degree in Computer Science, Information Systems, Computer Engineering, or equivalent fields.

• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users.

• Excellent problem-solving abilities and a proactive attitude.

• Highly organized with the ability to manage multiple priorities and work independently.

• Proficient in English

• Familiarity with these is a plus:

• Windows ¹⁰⁄₁₁, macOS

• Microsoft 365 Applications (Outlook, Teams, OneDrive, SharePoint)

• Azure AD, MS Intune and basic networking concepts

• Remote support tools (Remote Desktop, Zoom)

• AV Conferencing Technology such as Zoom Rooms / Teams Rooms

• EU work permit or Portuguese citizenship or work permit

• Hybrid Working: 3 days in the office and 2 days from home

• Holiday Leave: 22 days + Statutory Bank Holidays + up to 10 paid sick days per year

• Health Insurance: Full health insurance through AdvanceCare (Once passed probationary period)

• Meal Card Allowance: 9.60€ per working day

• EAP: Employee Assistant Programme (in Portuguese PAC - Programa de Apoio ao Colaborador) that offers support around mental health/well being, tax queries, legal matters, and social areas.

• Remote Working:  up to 20 days extra each year, allowing you to tailor your work environment to your needs and embrace a change of scenery.

• Growth Opportunities: your career growth is as dynamic as the role itself! We offer multiple paths for career development, allowing you to tailor your journey based on your skills and interests.

• Team Outings: from quarterly gatherings to our annual winter & summer parties, we love to celebrate, collaborate, and have fun together!