Information Technology Support Engineer

Sharp Brains; Parma; In loco; EUR 28.000 - 38.000; Tempo pieno

Descrizione del lavoro

A leading IT support company located in Italy seeks a Desktop Technician to provide local and remote desktop support. The ideal candidate will have 2-3 years of experience in Windows Desktop support, be proficient with various operating systems, and possess excellent problem-solving and communication skills. Responsibilities include troubleshooting hardware/software issues, maintaining ticket updates, and performing preventive maintenance tasks. Flexibility and adaptability in a fast-paced environment are crucial for this role.

Competenze

• 2-3 years of IT experience in supporting Windows Desktop.
• Experience with mobile device management for iOS and Android devices.
• Knowledge of Active Directory and GPOs.

Mansioni

• Provide first/second level contact and problem resolution for customer issues.
• Maintain ticket updates for all reported incidents.
• Perform general preventative maintenance tasks on computers.

Conoscenze

Windows Desktop support

Problem-solving skills

Communication skills

IT troubleshooting

Analytical skills

Formazione

Bachelor’s Degree in Computer Science or related field

CompTIA A+ certification

Microsoft Certified Professional (MCP)

Strumenti

Windows 10/11

Microsoft Office 365

Helpdesk ticketing systems

Cisco Jabber

Descrizione del lavoro

Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 Years’ experience in Windows Desktop support.

Position Responsibilities and Functions

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows 11 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating system, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Candidate Required Minimum Qualifications and Skills

• Bachelor’s Degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 2-3 years of IT experience.
• Windows 10 or 11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.