About the Role
We are looking for a skilled and customer-focused IT Service Desk Engineer to join our team in Italy. The ideal candidate will provide first and second-level technical support, troubleshoot IT issues, and ensure seamless delivery of IT services to end users.
Key Responsibilities
- Provide technical support for hardware, software, network, and system-related issues.
- Respond to and resolve incidents and service requests within agreed SLAs.
- Troubleshoot Windows operating systems, Microsoft Office 365, Outlook, and collaboration tools.
- Manage user accounts, permissions, and access through Active Directory.
- Support laptops, desktops, printers, mobile devices, and peripheral equipment.
- Coordinate with global IT teams and third-party vendors for issue resolution.
- Document incidents, solutions, and troubleshooting procedures in the ticketing system.
- Monitor and escalate critical incidents when necessary.
- Ensure high levels of customer satisfaction through effective communication and support.
Required Skills
- Strong experience in IT Service Desk / Technical Support roles.
- Hands-on knowledge of:
- Windows 10/11 Administration
- Microsoft Office 365
- Active Directory
- Outlook & Exchange
- VPN and Remote Support Tools
- ITSM tools such as ServiceNow, Remedy, or Jira
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Excellent troubleshooting and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification is preferred.
- Microsoft certifications will be an added advantage.
- Experience supporting international users and global environments.
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