IT Support Specialist

In this role, you will be responsible for providing end-user support and maintaining the smooth operation of IT services across internal and external environments. You will ensure a high level of service delivery by resolving incidents, supporting system stability, and collaborating with global teams to continuously improve IT processes and user experience.

What will you be responsible for?

• Provide 1st and 2nd line technical support to users via the Service Hub (TOPdesk)
• Diagnose and resolve incidents related to endpoints, applications, and infrastructure

• Support and maintain Microsoft environments, including: *

• Active Directory
• Microsoft 365 (Exchange Online, Teams, etc.)
• Azure (basic level)
• Endpoint Manager (Intune)
• VPN solutions (Zscaler)
• Assist users in troubleshooting issues in a clear, efficient, and user-friendly manner
• Create, maintain, and improve technical documentation and knowledge base articles
• Identify recurring issues and contribute to continuous improvement initiatives
• Support the creation of training materials and end-user guidance
• Ensure compliance with IT policies, processes, and service level agreements (SLAs)
• Propose and implement improvements to optimize systems and workflows
• Collaborate with international teams and contribute to IT projects

Do you have experience in macOS?, * Experience in IT support, helpdesk, or system administration roles

• Strong troubleshooting and analytical skills, with attention to detail
• Solid understanding of IT environments, including endpoints, applications, and infrastructure
• Knowledge of networking fundamentals (LAN)

• Experience working with: *

• Windows 10 / 11
• macOS
• iOS and mobile device management (Apple & Android)
• Hands-on experience with Active Directory and Microsoft 365
• Basic knowledge of Azure
• Experience with IT hardware (laptops, peripherals, etc.)
• Familiarity with SAP and industrial scanners is a plus
• Strong communication skills and fluency in English (spoken and written); additional languages are an advantage
• Ability to collaborate effectively with international and cross-functional teams
• A proactive mindset with a strong focus on service quality and user experience

At STG, we always encourage you to craft the career that makes you more. Working for one of our world-class brands means being part of a great working environment and collaborating with people from all corners of the world on a product you are proud of.

Be part of something transformative in Lisbon! Scandinavian Tobacco Group is establishing our Solution Delivery Organization (SDO) - a centre of excellence that will shape our digital future.

As a leader in the cigar industry, we are building an innovative tech hub where bright minds create impactful solutions. In our modern, collaborative space, your expertise will support operational excellence and ensure a seamless IT experience across our global organisation., Scandinavian Tobacco Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.