Desktop Support Firenze

Desktop Support
Firenze
Toscana, Firenze

Languages required : English and Italian both are mandatory

**Remote work NOT allowed

**Work location: Florence, Italy

- 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

- 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

**Job Type**: Permanent

Pay: €25, 000. 00 - €28, 000. 00 per year

**Experience**:

- Desktop Support: 5 years (preferred)

- troubleshooting hardware and software issues: 3 years (preferred)

- ITIL process: 2 years (preferred)

- maintaining SLA's, CSAT's: 3 years (preferred)

- providing VIP support: 3 years (preferred)

**Language**:

- Fluent Italian (preferred)