IT Support Field Engineer

AVASO Technology Solutions Ltd; Toscana; On-site; EUR 32,000 - 46,000; Full time

Job summary

AVASO Technology Solutions Ltd seeks an IT Support Specialist Level 2 – Desktop Technician to provide day-to-day onsite desktop support, handle inbound calls, troubleshoot hardware/software issues, and document steps in the ticketing system. This role requires 2–3 years of Windows desktop experience and basic Mac OS knowledge.

You will coordinate with supervisors to ensure consistency across shifts and engage vendors for complex AV issues, while maintaining clear issue status and resolutions.

Qualifications

• 2–3 years of experience in Windows desktop support.
• Experience handling onsite/remote users and ticketing system.
• Basic knowledge of Mac OS to support Apple PC users.

Responsibilities

• Provide first/second level contact and resolution for customer issues.
• Work with third-party vendors to remediates 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 XP/7/8.1/10 and Office 2010 and Cisco Jabber.
• Support Apple Mac OS users with basic knowledge.
• Troubleshoot printers, hardware and peripherals.
• Diagnose network connectivity and workstation hardware/software issues.
• Collaborate in a project-based environment requiring flexibility and teamwork.

Skills

Windows Desktop support

Customer service

Ticketing system usage

MacOS knowledge

Networking basics

Tools

Microsoft Office 2010

Cisco Jabber

Job description

Job Description:

The IT Support Specialist Level 2 – Desktop Technician will provide day to day local\Onsite 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 customers’ various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved applicationsuite. An 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 Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Installation, upgrade, support and troubleshooting XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating systems, 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.