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This role can be based out of any location in Portugal. You must be an official resident in the employment country to be considered for this role.
Tenthpin is looking for a proactive and customer focused IT Helpdesk Engineer to provide high quality 1st and 2nd line support across our remote-first global user base.
As an IT Helpdesk Engineer, you will have significant hands-on experience supporting Microsoft 365 applications and infrastructure, Windows, Microsoft Intune and common desktop software. Previous use of ITSM tools is expected, knowledge of Jira Service Management would be beneficial. You will play a key role in resolving technical issues, improving user experience, and contributing to the continuous enhancement of IT services.
As a globally distributed organisation, our IT support function is designed to provide coverage across multiple time zones. This role forms part of our extended support model and is aligned to a regular working schedule of 14:00 to 23:00, including a one-hour break , ensuring continued support for Colleagues and business operations during core international business hours.
Previous experience in a similar role is essential, as are excellent written and verbal English language skills. Alongside day-to-day tickets, remotely onboarding and offboarding new Colleagues, there is the opportunity to work on small projects to improve our infrastructure.
The Opportunity
Your responsibilities will include, but not be limited to:
To support our global workforce and provide consistent coverage across regions, this position operates on a regular shift pattern of 14:00 to 23:00, including a one-hour break
Act as the first point of contact for all incoming IT support requests via Jira Service Management Log, triage, and prioritise incidents and service requests according to SLAs Provide remote support for end user issues related to:
Microsoft 365 applications (Teams, Outlook, Word, Excel, SharePoint etc.)
Windows 11 OS
Email, Teams, and collaboration tools
Hardware troubleshooting (laptops, peripherals, mobile devices)
Guide users through fixes and provide clear communication on ticket progress
Troubleshoot more complex issues related to:
Microsoft Intune (device enrolment, compliance, policies, app deployments, Windows Autopilot)
Microsoft 365 administrative tasks (user setups, permissions, license assignments)
Windows system troubleshooting and endpoint configuration
Escalate issues to senior technical Colleagues, when required and collaborate on resolution
Contribute to problem management by identifying recurring issues and proposing permanent fixes
Ensure compliance with IT policies, security standards, and best practices
Collaborate with IT team members to support enterprise SaaS applications and services
Your Experience
Minimum of 5 years of experience in similar role(s)
Experience managing M365 and Windows desktop in a remote Company
Excellent problem-solving and analytical skills
Strong English written, and spoken communication along with interpersonal abilities
Experience with automation tools and scripting languages (e.g., PowerShell)
Hands-on management of Microsoft Intune for MDM & MAM
Management of small internal projects, liaising with external vendors
Knowledge of security products such as Microsoft Sentinel, Defender and DLP would be advantageous
Experience managing Windows 365 Desktop environments
Technologies
Microsoft Intune, Entra ID & Azure
Microsoft 365, especially SharePoint Online administration & Defender ATP
Why Tenthpin
Tenthpin is a global consulting and technology boutique dedicated to the Life Sciences industry. With over 400 consultants across eight countries—including the US, Switzerland, Germany, UK, Portugal, Poland, Japan, and India—at least 16 of the top 20 Life Sciences companies worldwide trust our independent, unbiased expertise.
We offer a competitive salary, strong benefits, and a collaborative environment that supports your growth and development.
Are you passionate about digitally transforming Life Sciences companies? Want to create impact with leading brands and deliver real value? Enjoy working in an entrepreneurial and collaborative team?