Desktop Support Engineer Operations · Rome

A&O IT Group; Roma; Ibrido; EUR 27.000 - 36.000; Part-time

Descrizione del lavoro

A&O IT Group is seeking a freelance IT Engineer to support staff with desktop, printer, and mobile device issues in a dynamic office environment in Rome. The role involves testing, repairing, documenting end-user problems, and providing first-line IT support within established guidelines.

Responsibilities include on-site coverage 8:00-19:00, out-of-hours on-call when required, asset inventory, onboarding staff, and assisting with upgrades and procurement in collaboration with the IT team.

Competenze

• 0-2 years of IT desk-side support experience or recent graduate in IT/related field.
• Experience with desktops, workstations, notebooks and printers.
• Experience administering MS Active Directory users and groups.
• Excellent written and verbal English and local language communication.

Mansioni

• Test, identify, repair, resolve, and document end-user issues for desktops, printers, PDAs, and LAN drops.
• Provide 1st line IT support to staff within service targets.
• Provide infrastructure administration functions.
• On-site coverage from 8:00-19:00, Mon-Fri; participate in shift arrangement.
• Occasional out-of-hours on-call support as required.
• Troubleshoot software issues; reimage computers and hard drives; back up settings.

Conoscenze

Desktop support

Windows OS

Office suite

Active Directory

English language

Customer service

Communication skills

Formazione

Recent IT graduate

Strumenti

Ticketing system

Remote support tools

Video conferencing

Descrizione del lavoro

This position will be working as a freelance contractor (partita IVA). This will be an initial 12 month contract, with the option to extend beyond this date.

You will assist staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Main Responsibilities include:

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
• Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
• To provide infrastructure administration functions
• Providing on-site cover from 8:00-1900 hours Mon- Fri as part of a shift arrangement
• Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Technical Skills:

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
• Administration experience of MS Active Directory users & groups, policies and management concepts
• Effective communication by Engineer in English and local languages is mandatory

Business Skills:

• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• A self-starter with ability to work on their own initiative
• To work through issues analytically to a successful conclusion

Desired Experience:

• 0-2 years experience in the field or a recent graduate in a related area required
• Prior experience on Desktops, Workstations, Notebooks and Printers
• Collaboration experience including remote control of PCs and video conferencing knowledge
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Thorough understanding of Outlook's calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies
• Strong customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills (English and local language)
• Must be detail oriented and self-motivating
• Background security check required
• Additional language skills (Italian and English)

We encourage diversity and seek to attract individuals with unique backgrounds and perspectives. It is important that we build a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are committed to equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, age, marital status, disability or gender identity.

A&O IT Group As a successful and growing global IT services provider, A&O IT Group deliver 'fully managed' IT solutions and cyber security services. Combining over 50 years expertise, and boasting an extensive global network, whilst remaining privately owned, A&O IT Group is a trusted IT services partner to clients globally.

This role is subject to a post-offer Background Verification in accordance with the local country legislation.

Learn more about life at A&O IT Group and our opportunities on our website IT Engineer Careers page.