IT Support Engineer

Reachdesk is a cutting-edge B2B gift and SWAG platform that allows companies to deliver e-gifts, gifts, and bespoke merchandise that build deeper connections with customers, prospects, and employees at the click of a button. We integrate seamlessly with sales and marketing tech stacks, enabling companies to deliver moments that matter at scale, globally, throughout the entire customer lifecycle. Working with some of the world’s leading brands, we're assembling a world-class global team across London, Lisbon, and New York - and we're looking for our next IT Support Engineer!

We’re looking for a hands-on, tech-savvy IT Support Engineer to join our Lisbon team. In this role, you’ll support our global workforce by managing onboarding and offboarding, device logistics, IT support, and contributing to key projects across tools like Freshservice, Kandji, and Trelica. Reporting to our Head of IT & Security, you’ll own and improve core IT workflows, troubleshoot issues, and help deliver a smooth, secure tech experience to every Reachdesk employee. You’ll use AI-powered tools to accelerate troubleshooting, automate routine tasks, and boost productivity. This is a great fit for someone early in their career who’s proactive, curious about tech and hardware, communicates clearly, and thrives in a fast-paced, people-first environment.

• Manage employee IT onboarding and offboarding, including account provisioning, onboarding calls, device logistics, and equipment returns.
• Oversee the full device lifecycle: prepare, ship, track, and collect hardware; ensure all devices are enrolled in our MDM (Kandji).
• Provide day-to-day IT support via Freshservice, handling tickets for hardware, software, access, and general tech issues.
• Maintain and improve SaaS lifecycle workflows using Trelica, supporting license management, automation, and cost-saving initiatives.
• Enable our team to get more value from AI by helping roll out new integrations, building AI-driven automations and workflows, and providing practical training and guidance.
• Support the rollout of new IT projects and tools that improve internal processes, remote support, and overall efficiency.
• Collaborate with the Head of IT & Security on compliance, documentation, and continuous improvements to IT operations.
• Keep internal IT documentation and knowledge base clear, accurate, and up to date.
• Stay informed on workplace IT trends and propose tools or improvements to enhance the employee experience.

• 1–3 years of experience in IT support or operations, ideally in a fast-paced or startup environment.
• Hands-on experience with Apple devices and MDM tools such as Kandji.
• Familiarity with IT ticketing systems like Freshservice, Zendesk, or Jira.
• A solid grasp of IT fundamentals, including account lifecycle, access controls, encryption, and endpoint security.
• Strong problem-solving skills, able to troubleshoot independently, and know when to escalate.
• Excellent communication skills, with the ability to explain technical issues clearly to non-technical colleagues.
• A proactive, can-do attitude, with the ability to manage competing priorities and stay organized under pressure.
• Interest in SaaS management, automation, and improving internal workflows (experience with Trelica or similar tools is a plus).
• Familiarity with (and genuine interest in) using AI tools to streamline IT workflows and automate routine tasks.
• Based in Lisbon, Portugal — this is an in-person role due to hardware logistics.

Here are just some of the benefits:

• A competitive salary.
• Unlimited PTO (Paid time off).
• Stock options.
• A super friendly working culture populated by fun and dedicated people.

• Intro call (30 min) – A conversation with our Talent team to learn more about your experience, working style, and cultural fit.
• Technical interview (45 min) – A deep dive with our Head of IT & Security to discuss your background and assess your technical skills.
• Final interview (30 min) – An interview with our Chief Product Officer focused on your strategic thinking and approach to IT in a business context.

We believe that a diverse team will help us achieve our mission sooner and we're actively seeking applications from candidates of all backgrounds.