Information Technology Support Technician

Sharp Brains; Italia; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A technology solutions company is seeking a Senior IT Deskside Support Engineer in Rome, Italy. The role requires 10+ years of IT support experience, strong expertise in Windows OS and ITIL frameworks. Responsibilities include providing VIP support, troubleshooting issues, and mentoring junior analysts. Ideal candidates will have excellent problem-solving skills and the ability to engage stakeholders at all levels.

Competenze

• 10+ years’ experience in IT Deskside / End-User Support roles within professional or global organizations.
• Strong expertise in Windows OS and ITIL frameworks.
• Proven ability to lead and mentor junior support analysts.

Mansioni

• Deliver onsite 2nd line technical support for various devices.
• Troubleshoot hardware, software, and networking issues.
• Lead and mentor junior desktop support analysts.

Conoscenze

Advanced troubleshooting

Customer service skills

Communication skills

Team leadership

Strumenti

ITIL

Microsoft Suite

Azure Virtual Desktop

Descrizione del lavoro

Overview

We are seeking a highly skilled Senior IT Deskside Support Engineer with 10+ years of hands-on experience in end-user support, IT infrastructure, and advanced troubleshooting. In this role, you will serve as a key technical contributor, ensuring smooth IT operations and delivering world-class support to our business teams, senior leadership, and clients. Site: Rome, Italy (On-Site).

Applicant should have Proper Working rights in Italy.

Key Responsibilities

• Deliver onsite 2nd line technical support for desktops, laptops, mobile devices, printers, telephony, and peripherals.
• Troubleshoot hardware, software, networking, and communication infrastructure issues with senior-level expertise.
• Provide VIP support, including video conferencing, webinars, and litigation / hearing setups.
• Lead and mentor junior desktop support analysts, fostering knowledge sharing and professional growth.
• Manage and document IT processes, asset lifecycle, and customer interactions in ITSM tools.
• Collaborate with global IT teams to improve local service delivery and incident resolution.
• Support Windows 10 / 11, Azure Virtual Desktop, Microsoft Suite, Document Management Systems, and telephony platforms.
• Oversee IT moves, installations, and upgrades, ensuring minimal downtime.
• Engage with vendors and partners for escalations, repairs, and system enhancements.
• Promote new technologies and support end-user training initiatives.

Key Requirements

• 10+ years’ experience in IT Deskside / End-User Support roles within professional or global organizations.
• Strong expertise in Windows OS, Azure Virtual Desktop, Microsoft System Centre, and ITIL frameworks.
• Skilled in supporting mobile devices, telephony systems, wired & wireless networks (TCP / IP, VOIP, ISDN, etc.).
• Proven ability to lead, mentor, and act as site point of contact for IT escalations.
• Excellent troubleshooting, problem-solving, and customer service skills with a proactive mindset.
• Strong communication skills with the ability to engage stakeholders and provide VIP-level support.
• Certifications such as ITIL, Microsoft, or Azure are highly desirable.