Administrator Lazio

Administrator
Roma
Lazio, Lazio

Role: FSO Technician / Deskside Technician Reporting to: FSO Site Lead We are looking for an experienced and proactive Technical Support Engineer to provide enterprise-level support to End Users. The candidate should have expertise in day-to-day technology support and be able to diagnose and troubleshoot software/hardware problems and help the End Users to install and troubleshoot applications, hardware, and programs. You will be the face of technology support in this location, helping to support local users across a wide range of business functions. They will rely on you to provide timely and accurate solutions to their technical problems. Roles & Responsibilities: Provide day-to-day desktop support to the End Users. Research, diagnose, troubleshoot, and identify solutions to resolve system issues on laptops and desktops on both OS & Hardware. Maintain stock levels of equipment and inventories. Build and deploy end-user hardware; from tablets and phones through to laptops and desktops. Work closely with the wider team and Site Lead to manage starters and leavers in local sites. Take proactive ownership of tickets and tasks assigned using ServiceNow. Ask customers targeted questions to quickly understand the root cause of the problem. Track computer system issues through to resolution, within agreed SLAs. Provide support to associates through a series of actions, email, or chat, until they've solved a technical issue. Properly escalate unresolved issues in a timely manner to appropriate internal teams (e. g. , security/network/systems teams). Provide prompt and accurate feedback to customers. Refer to internal database or external resources to provide accurate tech solutions. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Document technical knowledge in the form of notes and manuals. Maintain jovial relationships within the team and customers. Technical Skills: Good knowledge of Windows client OS including Windows 8 & 10. Knowledge of Windows Imaging/OS deployment using tools like WDS/MDT/SCCM/AutoPilot. Knowledge of Azure, especially Intune and AAD. Experience in data center management, including tape backup management. Hands-on experience in hardware troubleshooting skills and logging calls with vendors for hardware replacement. Knowledge of SCCM, encryption software, VPN applications. Good knowledge of system troubleshooting and application troubleshooting (Event log check, disk space checks, and error/failure logs, etc. ). Good knowledge of Active Directory (DHCP, DNS, and OU/GPO). Good knowledge of Macintosh platform and application installation. Good knowledge of Microsoft Office Products (Office-365/Office 2013). Good knowledge of network concepts (VLANs, VPN, LAN, WAN & Wi-Fi). Basic skills in printer support and conference room audio & video support. Good interpersonal skills. Experience with ticketing tools, e. g. , SNOW, HP OpenView. Requirements: Proven work experience as a Technical Support Engineer or Desktop Support Engineer. Proven experience with Windows/Mac OS environments. Good understanding of computer systems, mobile devices, and other tech products. Ability to diagnose and troubleshoot technical issues. Excellent problem-solving and communication skills. Ability to provide step-by-step technical help, both written and verbal, to non-technical staff. Graduate in Information Technology, Computer Science, or relevant field. Additional certification in Microsoft or similar technologies is a plus. A or similar certification. Additional Responsibilities: Provide support for on-call escalations and conduct root cause analysis of given issues. Independently resolve tickets within the agreed SLA for ticket volume. J-18808-Ljbffr