**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)