Mid to Senior Application Support Technician – Service Desk

Location: Portugal — remote work 5 days per week; the conditions also describe the role as hybrid. Candidates must already have the legal right to work in Europe.

Company

hirify.global provides business-support solutions and delivers application support services for clients.

What you will do

• Triage, qualify, and route incoming tickets and user requests.
• Resolve first-level application incidents using documented procedures and known-issue solutions.
• Escalate complex issues to L2/L3 support with complete diagnostic context.
• Manage support requests in line with SLA standards and service desk procedures.
• Maintain documentation and knowledge bases to support continuous improvement.
• Collaborate with cross-functional teams to improve support processes and solutions.

Requirements

• Existing legal right to work in Europe is required.
• At least 5 years of experience in service desk or application support environments.
• Hands-on experience with ServiceNow.
• Strong customer-oriented mindset, structured approach, and reliability under SLA pressure.
• Fluent English, spoken and written, is required.

Nice to have

• Familiarity with MoveWorks or knowledge-base tools.
• Additional certifications in service management or IT support.

Culture & Benefits

• Remote work model in Portugal, with the role also described as hybrid in the conditions.
• Service desk environment focused on customer experience and business continuity.
• Collaboration with cross-functional support teams.