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.