TECEZE - IT Support Specialist - ITIL/ITSM

5 days ago

Delhi, Delhi, India TECEZE CONSULTANCY SERVICES PRIVATE LIMITED Full time

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

(ref:hirist.tech)

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