IT Service Desk Engineer

About the Role

We are looking for a skilled and customer-focused IT Service Desk Engineer to join our team in Italy. The ideal candidate will provide first and second-level technical support, troubleshoot IT issues, and ensure seamless delivery of IT services to end users.

Key Responsibilities

• Provide technical support for hardware, software, network, and system-related issues.

• Respond to and resolve incidents and service requests within agreed SLAs.

• Troubleshoot Windows operating systems, Microsoft Office 365, Outlook, and collaboration tools.

• Manage user accounts, permissions, and access through Active Directory.

• Support laptops, desktops, printers, mobile devices, and peripheral equipment.

• Coordinate with global IT teams and third-party vendors for issue resolution.

• Document incidents, solutions, and troubleshooting procedures in the ticketing system.

• Monitor and escalate critical incidents when necessary.

• Ensure high levels of customer satisfaction through effective communication and support.

Required Skills

• Strong experience in IT Service Desk / Technical Support roles.

• Hands-on knowledge of:

• Windows 10/11 Administration

• Microsoft Office 365

• Active Directory

• Outlook & Exchange

• VPN and Remote Support Tools

• ITSM tools such as ServiceNow, Remedy, or Jira

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

• Excellent troubleshooting and problem-solving skills.

• Strong verbal and written communication skills.

• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• ITIL Foundation certification is preferred.

• Microsoft certifications will be an added advantage.

• Experience supporting international users and global environments.

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