Description

You will provide technical support and troubleshooting for hardware, software, and network incidents in Florence, Italy.

This role is on-site.

Responsibilities

• Diagnose and resolve hardware, software, and networking issues through remote troubleshooting and direct user interaction.
• Guide users with step-by-step instructions for application installations and peripheral setups.
• Manage the incident lifecycle by recording technical solutions in logs and escalating unresolved issues to higher support levels.
• Ensure all requests are handled according to customer priorities and ITIL service processes.
• Follow up with clients to confirm system functionality and report customer feedback or product requests.

Required Skills

• 3+ years of hands-on experience in Desktop Support.
• Fluent Italian speaking and writing skills.
• Intermediate English speaking skills.
• Strong understanding of Windows 10 and 11 operating systems.
• Experience with Bitlocker.
• Proficiency with ServiceNow and ITIL processes.
• Proven ability to maintain SLAs and CSATs.
• Experience troubleshooting complex hardware and software problems.
• Willingness to travel to other customer locations within Italy as required.

Preferred Skills

• Experience providing VIP support.

Key Skills

Education

Any Graduate