Service Desk Technician

Job Title: Service Desk Technician Level 1

Location: Portugal

Work Model: Full-time & Remote

About Us

MOZAYDO was built by people who believe work should feel human - even when powered by technology.

We’re a remote-first company that connects talent, technology, and purpose to help companies grow sustainably.

We also believe recruitment should be more than matching keywords to job descriptions. It's about understanding people, recognising potential, and creating the right conditions for long-term success. Here, ownership matters more than control, and progress matters more than perfection.

People powered, tech enabled.

About the Role

We're looking for someone who can bring their expertise, ambition, and unique perspective to one of the project teams we support.

At MOZAYDO, we believe great careers are built where talent, purpose, and opportunity meet. While we're currently hiring for a specific project environment, our focus goes beyond matching skills to requirements. We want to understand where you can create the most impact and continue growing.

We are looking for two Service Desk Technicians to strengthen our nearshore and remote delivery capabilities for international organisations.

You will provide first-level remote IT support, helping users resolve technical issues and manage service requests efficiently. You'll manage your own ticket queue, work towards agreed service levels, and ensure unresolved issues are escalated with clear and complete information.

This role is ideal for someone who combines technical troubleshooting skills with empathy, clear communication, and a strong service mindset.

Responsibilities

• Provide remote Level 1 IT support through phone, email, and ticketing channels.
• Handle incidents and service requests related to software, hardware, connectivity, printing, and audiovisual equipment.
• Log, categorise, prioritise, and maintain accurate records in ServiceNow.
• Manage your ticket queue and work towards agreed service-level targets.
• Support password, credential, and access-management requests within the Level 1 scope.
• Troubleshoot Windows 11 and Microsoft 365 issues.
• Support users with Active Directory or Entra ID, Intune/MDM, VPN, and basic connectivity topics.
• Prioritise requests from VIP users and communicate progress or potential delays clearly.
• Escalate unresolved issues to Level 2, Level 3, application support, or onsite teams, providing complete troubleshooting and impact details.
• Keep users informed throughout the resolution process and confirm resolution before closing tickets.
• Maintain knowledge-base articles and standard operating procedures.
• Identify recurring issues and suggest improvements to the support service.
• Follow security, confidentiality, and ticket-quality standards.

Requirements

• Approximately 1–2 years of experience in Service Desk, Help Desk, or Level 1 IT support.
• Experience supporting Windows 11 and Microsoft 365 users.
• Familiarity with Active Directory and/or Entra ID.
• Basic knowledge of Intune or other mobile-device-management solutions.
• Experience with VPN troubleshooting and basic networking concepts.
• Ability to provide first-line support for hardware, printing, and audiovisual equipment.
• Experience with ServiceNow or another ITSM platform.
• Good understanding of incident and service-request management.
• ITIL Foundation certification.
• Fluent written and spoken English - mandatory.
• French language skills are highly valued.
• Strong listening, communication, troubleshooting, and user-support skills.
• Ability to remain calm, organised, and professional while managing multiple requests.
• Service-oriented, collaborative, and curious mindset.
• Currently based in Portugal and available to work remotely from Portugal.
• Previous experience supporting international or distributed organisations and VIP users is valued.
• Additional Microsoft, ITIL, or technical-support certifications are considered an advantage.

Hiring Process

Our hiring process is designed to help both sides make an informed decision and ensure the best possible match between your experience, aspirations, and the project environment. Please note that the process may vary depending on the complexity and specific requirements of each opportunity.

1 - Initial Conversation with Us: a first discussion focused on understanding your background, strengths, motivations, and the type of environment where you can thrive and create the greatest impact.

2 - Project Team Qualification: a conversation with the project team to explore the role, responsibilities, expectations, and mutual alignment.

3 - Role-Specific Evaluation (when applicable): depending on the position, this stage may include technical assessments, practical exercises, certification validation, personality assessments, security clearance requirements, or other evaluation methods relevant to the role.

4 - Final Alignment Meeting: a final conversation to ensure expectations are aligned on both sides and that, if we move forward together, we start with clarity, confidence, and shared objectives.