
TECEZE - IT Support Specialist - ITIL/ITSM
4 weeks ago
Role : IT Support Specialist
Location : Italy
We are looking for a proactive and technically skilled IT Support Specialist to provide on-site and remote IT support to end-users.
The ideal candidate will be responsible for managing workstation installations, system performance monitoring, incident resolution, and IT onboarding activities in coordination with both local teams and global vendors.
Key Responsibilities :
- Provide local IT support for desktops, laptops, and other user hardware.
- Install, configure, and maintain desktop operating systems.
- Coordinate IT onboarding for new hires, including laptop/desktop provisioning in collaboration with Corob.
- Manage user accounts within Active Directory, including new user ID creation and deactivation.
- Collaborate with external vendors to resolve complex IT issues requiring extended support.
- Monitor system performance and identify potential issues in coordination with the Local IT Head.
- Deliver remote support via phone, Microsoft Teams, and remote desktop connections.
- Handle Incident Management and Service Request Management processes effectively.
- Communicate technical issues clearly and professionally to non-technical users.
- Follow established triaging and troubleshooting procedures using knowledge base documentation.
- Identify, reference, and update Knowledge Base articles as part of the support workflow.
- Escalate unresolved Incidents and Service Requests as per the defined escalation process.
- Keep users informed about the progress and status of their requests or incidents.
Required Skills & Experience :
- Proven experience in an IT support or desktop support role.
- Proficiency in Windows OS, desktop hardware, and peripheral troubleshooting.
- Working knowledge of Active Directory user account administration.
- Familiarity with incident management tools and service desk workflows.
- Strong verbal and written communication skills, with the ability to explain technical concepts in layman's terms.
- Experience in using remote support tools and collaboration platforms like Microsoft Teams.
- Ability to work independently and coordinate with distributed teams and vendors.
- Technical certifications such as CompTIA A+, Microsoft Certified : Modern Desktop Administrator, or equivalent.
- Experience with ITSM tools.
- Knowledge of ITIL practices is a plus.
- Multilingual capabilities, especially Italian and English, are advantageous
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