Field Support Coordinator

Inetum is a global leader in IT services, dedicated to delivering innovative solutions to its clients. We are committed to fostering a dynamic, inclusive, and diverse work environment where creativity and collaboration can thrive. We operate in 19 countries and have more than 28,000 employees worldwide. If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the right place for you! Come and be part of Inetum! 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.