Sr. Specialist, It Help Desk, Emea Milano

Sr. Specialist, It Help Desk, Emea
Milano
Lombardia, Milano

We are seeking a mid-level IT Support person to support the staff in our European offices.

This individual will be based out of Milan but also provide backup remote support for our other offices in Asia Pacific, North America, and Latin America.

This role will be responsible for the handling of desktop support and production application (Office 365, AWS, Azure, VOIP, etc. )

support as well as assisting in the maintenance of the European office's IT Infrastructure (Servers, Firewalls, Switches, WAPs, etc. )

in a small but global organization.

This individual will have strong technical experience, familiarity with managing vendors and accounts, great organizational skills with an emphasis on being detail-oriented, excellent communication and interpersonal skills, and a great problem solver. Key objectives of this position are:• Provide first level support and escalation for LHW based systems, such as Salesforce, Office 365, and NetSuite. • Serve as the main point of contact for all management and support issues related to the helpdesk operation. • Provide business users with day-to-day technical assistance to optimize the use of the key business platforms and troubleshoot issues. • Engage and follow up with specialized solver groups as needed. ResponsibilitiesPlease note that reasonable accommodations may be made to enable individuals with disabilities to perform the following essential responsibilities:• Act as primary point of entry and communication with end-users from assignment to resolution of functional and technical issues/inquiries on supported hardware and software. • Provide end-users and offices with on-site and remote support for the installation, configuration, and problem resolution, on desktops, laptops, mobile devices, desk phones, printers, as well as audio/video equipment. • Monitor and maintain ticketing system including assigning ticket to self or specialized support teams when needed and maintaining service logs. • Perform initial assessment of issues related to production applications, such as Salesforce, to identify the proper escalation contacts and then follow up until resolution. • Constantly help enable and promote self-service including developing tools and materials (knowledge base, instructions, self-service tools) that encourage end-users to be more autonomous. • Determine most cost-effective ways to resolve issues and minimize time to resolution. • Ensure operating systems are patched and meet security requirements. • Ensure that equipment across the office is properly secured. • Maintain user accounts in Active Directory and Exchange. • Help provision and maintain Windows and Apple computers. • Maintain equipment and software license inventory enterprise wide. • Adhere to our global standards and policies. • Assist in onboarding and terminating employees. • Assist in the maintenance of various infrastructure technologies under the guidance of the Head of Global Infrastructure (Servers, Security, O365, AD, VOIP, Network Equipment, etc.

)• Maintain strong relationships with and serve as interface and escalation point for external vendors. • Stay up to date with the latest technology trends and propose new productivity tools. Experience and QualificationsThe ideal candidate will have:• University degree in Computer Science, Information Systems or equivalent certifications and experience. • 5+ years of experience in an IT support or similar role in a medium to large organization. • 5+ years of experience with Active Directory and Exchange Server or Office 365. • 3+ years of Windows Server administration. • 3+ years of experience configuring and maintaining routers, switches, firewalls and wireless access points. Nice to Have:• Knowledge of Salesforce is a plus. • Experience with Cisco Meraki a plus. • Knowledge of cloud environments a plus. • Knowledge of virtual a plus. Skills & Abilities• Strong collaborative mindset. • Strong problem solver and independent thinker. • Excellent communication and interpersonal skills. • Capability to prioritize incoming requests. • Capacity to periodically work or be on-call after hours. • Very positive, creative, frank, and clear. • Ability to translate technical jargon into easy-to-understand terms for end-users. • Ability to speak Spanish, French, Italian or German a plus. Additional Requirements• This role may require up to 25% travel to support our offices across Europe, such as Paris, London and Lucerne as well as to visit the NYC office. • This role requires the ability to lift, carry and install servers and network equipment into racks on occasion.

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