IT Support Engineer (1st Level)
About this role
Viva.com is the first Tech Bank in Europe for businesses, serving 29 countries through its pan-European critical infrastructure for payments & banking services.
Viva.com’s offering spans across omnichannel payment acceptance, deposit accounts, card issuing, and a broad suite of financing solutions - including working capital and advance booking financing - alongside fiscalisation services, giving businesses across all verticals access to the tools they need to run their operations efficiently, on a single integrated platform.
Viva.com pioneered and leads in Tap on Any Device technology, enabling acceptance on any Android device or iPhone, while connecting directly to all major international and local card schemes, local payment systems, and alternative payment methods across Europe.
The Role
The IT Support Engineer serves as the first point of contact for all IT-related requests across viva.com, delivering high-quality technical support to employees and ensuring timely resolution of incidents and service requests. The role focuses on first-level troubleshooting, endpoint support, user onboarding and offboarding, access administration, and collaboration with internal IT teams to maintain a secure, reliable, and efficient IT environment. The engineer is expected to work independently, collaborate effectively with teammates, and escalate issues when required.
Responsibilities:
- Act as the first point of contact for IT support requests through the Service Desk;
- Provide first-level technical support for hardware, software, operating systems, Microsoft 365 applications, authentication, and network connectivity issues;
- Diagnose, troubleshoot, and resolve end-user technical issues within agreed service levels (SLAs);
- Install, configure, maintain, and support laptops, desktops, peripherals, mobile devices, and standard business applications;
- Support user onboarding and offboarding activities, including device preparation, account provisioning, and access requests;
- Perform software installations, updates, endpoint configuration, and basic device troubleshooting;
- Assist users with Microsoft 365 applications, collaboration tools, and authentication-related issues;
- Escalate complex incidents and requests to second or third-level support teams or external vendors when appropriate;
- Maintain accurate ticket documentation, troubleshooting steps, and knowledge base articles;
- Assist with IT asset inventory, device lifecycle management, and workstation deployments;
- Follow IT security, compliance, and data protection policies and procedures;
- Maintain high customer satisfaction through effective communication, ownership, and timely follow-up of support requests;
- Utilize AI-powered support tools and intelligent assistants to accelerate incident triage, troubleshooting, knowledge discovery, and user support;
- Leverage AI-assisted diagnostics to improve problem identification, root cause analysis, and issue resolution;
- Contribute to the continuous improvement of IT support processes through automation and AI-enabled technologies.
At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient.
- Degree or diploma in Computer Science, Information Technology, or a related field;
- Previous experience in an IT Support, Service Desk, or Help Desk role;
- Good knowledge of Windows 10/11, Microsoft 365 applications, and basic networking concepts;
- Basic understanding of Microsoft Entra ID (Azure AD), Active Directory, Microsoft Intune, and endpoint management;
- Familiarity with ticketing system platforms;
- Strong troubleshooting and analytical skills with the ability to prioritize multiple tasks effectively;
- Excellent communication, interpersonal, and customer service skills;
- Experience using AI-assisted tools to improve troubleshooting, knowledge discovery, and operational efficiency;
- Basic scripting or automation skills (PowerShell or similar) will be considered an advantage;
- Ability to leverage AI-powered support tools responsibly while maintaining accuracy, security, and compliance with IT policies;
- Knowledge of Microsoft Intune, Microsoft Entra ID, Azure Virtual Desktop, or Microsoft 365 administration will be considered an advantage.
💸 Competitive compensation package;
🎯Annual bonus based on your performance and targets’ achievement;
🏥 Private health insurance for you and your family;
💻 Top of the Line tools and equipment;
📚 Career development and regular feedback to develop your skills;
🏃🏽♂️ Employee Wellness Program like Daily group sessions led by professional coaches.