IT Support Technician

ABOUT THE OPPORTUNITY

We are looking for an IT Support Analyst to join a hybrid opportunity in Lisbon, supporting workplace operations and first-line service continuity within the banking sector. The role focuses on efficient incident resolution, user support, service coordination and the optimization of support processes across business and technical teams.

WHAT YOU WILL DO

- Receive, register and follow up support requests through phone, email and service portals.
- Diagnose and resolve first-line incidents, ensuring continuity of workplace services and minimizing operational impact.
- Support the installation, configuration and maintenance of equipment, software and user environments.
- Provide remote support to business users operating financial equipment and banking transaction processes.
- Analyze incidents, discrepancies and recurring errors, documenting findings and correction actions.
- Escalate complex topics to second-line teams, ensuring clear handover and service continuity.
- Monitor service levels, update incident management tools and contribute to SLA compliance.
- Coordinate activities with internal teams involved in service delivery and incident resolution.
- Promote good utilization practices for corporate systems, tools and support channels.

WHAT WE ARE LOOKING FOR

- Around 5 years of experience in IT support, service desk, workplace support or similar first-line support functions.
- Strong ability to communicate with both technical teams and business users in a clear and solution-oriented way.
- High sense of responsibility, commitment and ownership in incident follow-up and service delivery.
- Proactive approach, with initiative to identify issues, propose improvements and support operational continuity.
- Ability to adapt to dynamic contexts, manage priorities and work effectively under pressure.
- Collaborative mindset, critical thinking and strong problem-solving capability.
- Availability to work in a hybrid model, with regular on-site presence in Lisbon.

TECHNICAL SKILLS

- First-line IT support and incident management.
- Ticket registration, analysis, diagnosis, resolution and escalation.
- Jira.
- Workplace equipment, software installation and configuration.
- SLA monitoring and service continuity practices.
- Remote support for banking or financial operations.
- Digital channels, eCommerce or digital banking support.
- Financial or banking applications support.

NICE TO HAVE

- Previous experience in the banking or financial sector.
- Experience supporting financial transaction systems or operational banking platforms.
- Experience with DCS, Trade Innovation, Finastra or SAS AML.

WHAT WE OFFER

- Private health insurance from day one, with no waiting periods and optional family extension.
- Confidential mental health support through TEAM 24, including access to psychological support, content and live sessions.
- Continuous development, training and certification opportunities throughout your journey.
- Flexibility whenever the role and context allow it, supporting sustainable performance and daily balance.
- Childcare vouchers and practical support measures to help balance personal and professional life.
- Team moments, shared milestones and leadership presence when it matters most.
- Upskilling opportunities in quality management, information security, AI governance and cybersecurity best practices.

EQUAL OPPORTUNITY

Hexa is committed to inclusive and fair recruitment practices, aligned with the principles of the Portuguese Diversity Charter. We welcome different backgrounds, experiences and perspectives, focusing on skills, potential and values alignment.

HEXA LIFE

At Hexa, we are all Builders. We work with honesty, mutual support and agility, creating strong relationships, delivering with responsibility and helping each other grow across projects, teams and geographies.