Service Desk Technician

Blackfluo.ai; Milano; Remoto; EUR 28.000 - 40.000; Tempo pieno

Descrizione del lavoro

A leading technology company seeks a Service Desk Technician to join their fully remote team. In this role, you will manage service requests, support customers, and monitor ICT infrastructure. This position offers a dynamic work environment with 24/7 operational coverage, requiring strong incident management skills and 2+ years of experience in similar fields.

Competenze

• Minimum 2 years in a Service Desk environment.
• Experience with ticketing tools and operational monitoring.
• Fluency in English is mandatory.

Mansioni

• Manage support requests and incidents using ticketing system.
• Monitor ICT infrastructure and resolve technical issues.
• Create documentation and assist with change management.

Conoscenze

Incident Management

Request Management

Troubleshooting

User Account Administration

Monitoring Tools

Scripting

Formazione

ITIL V.4 Foundation certification

Strumenti

Ticketing Tools

Operational Monitoring Tools

Descrizione del lavoro

Join to apply for the Service Desk Technician role at Blackfluo.ai

Job Details

• Location : Fully remote, Central Europe Time Zone
• Start date : To be defined
• Languages : English is mandatory

Job Description

The Service Desk is responsible for managing service requests and incidents, collecting, recording, and resolving technical issues at Tier 1, and escalating complex incidents as needed. It also monitors the corporate ICT infrastructure and supports various IT processes such as Major Incident, Problem, Change, and Configuration Management.

Service Desk technicians work on a rotation basis to cover 24x7 operations, including holidays, nights, and weekends, with shifts of 8 hours during weekdays and holidays, and 12 hours during weekends.

Duties and Responsibilities

Manage support requests, incidents, and event-generated incidents in the ticketing system.

Analyze and resolve incidents according to operational procedures.

Escalate incidents when necessary and implement measures to prevent reoccurrence.

Manage support requests until closure.

Monitor ICT infrastructure using various monitoring technologies.

Inform customers of outages, known errors, and resolution progress.

Develop or improve technical service policies and documentation.

Update technical information databases, knowledge bases, workflows, and procedures.

Create technical documentation or user manuals as needed.

Assist in coordinating changes and updating the CMDB with the Change Manager or CMDB owner.

Perform other duties as required.

Minimum Qualifications & Experience

At least 2 years of experience in a Service Desk environment supporting customers.

Knowledge of ticketing tools.

Experience in Incident and Request Management and escalation.

Knowledge of operational monitoring tools.

Alert troubleshooting and ticket escalation skills.

User account creation and administration, security groups, distribution lists, service accounts, mailbox management.

Experience with virtual machine builds, modifications, and snapshots.

Familiarity with Symantec VIP or MFA software administration.

Basic understanding of DHCP & DNS management.

Knowledge of backup and restore tools.

Managing certificate creation and renewals.

Server troubleshooting and command line skills.

Scripting knowledge.

Fluency in English (verbal and written).

ITIL V.4 Foundation certification.

J-18808-Ljbffr