It Support Specialist Ii Lazio

It Support Specialist Ii
Roma
Lazio, Lazio

Job Details Technical Support Specialist IT Support Specialist II Azzana, Posted: 12 / 30 / 2024

Job ID#: 59299

Job Category: Technical Support Specialist

Position Type: Full Time

Duration: Full Time

The Level 2 Team is considered the face of IT and for our clients, the window to the wider technology groups.

Its responsibilities lie predominantly in resolving BAU tickets created by the Level 1 Team and reacting to escalations.

Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home.

Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

Responsibilities: Provide swift and professional deskside IT support.

Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions.

Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices, and related hardware or software in order to deliver required deskside service levels.

Utilize the BLK ticket management system to record, update, and resolve tickets from the Helpdesk.

Collaborate with other support groups across global locations to help troubleshoot client issues.

Utilize BLK tools for building, monitoring, and troubleshooting client devices.

Participate in Disaster recovery testing exercises.

Uphold procedures for logging, reporting, and statistically monitoring desktop operations.

Write technical support and client documentation in the form of Knowledgebase articles.

Meet or exceed expected customer service levels.

Other duties as assigned by the Level 2 Support Manager.

Job Requirements: Excellent proven track record supporting clients in a financial environment.

Excellent proven customer service-based approach.

Proven ability to prioritize tasks and issues according to the business impact.

Good written and verbal communication skills.

Good time management skills.

Able to work in a high-pressure environment.

Strong organizational and analytical skills.

Ability to multi-task and work under pressure.

Ability to work autonomously and within a team.

Flexible and proactive with a "will do" attitude.

Takes responsibility and follows through on issues to closure and root cause resolution.

Demonstrable desire to achieve.

Pay Range: Based on Experience

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