Desktop Support Engineer

JD:

• Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Ensure that incidents and requests are handled according to customer needs and priorities.
• As needed, escalate tickets.
• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.
• Perform overtime duties when necessary
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals

Requirements:

• Speaks fluent Italian and have intermediate English speaking skills
• 3+ years of hands on experience in Desktop Support
• Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding
• Experienced in troubleshooting hardware and software issues
• Experience in ITIL process, maintaining SLA’s, CSAT’s and Service Now
• Experience of providing VIP support is desirable
• Must be willing to travel to other customer locations within Italy as required