Technico supporto IT

HCL Technologies Limited; Mozzanica; Hybrid; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Vacation days up to 20

Insurance coverage

Job summary

HCLTech is seeking an experienced Field Support Technician in Italy to assist customers onsite or remotely with desktop, apps, and related IT services. You will handle incidents end-to-end, work with VIP stakeholders, and coordinate with global teams to ensure service levels are met.

Ideal candidates have 3+ years in field support, strong English and Italian communication, and solid knowledge of Windows environments, hardware, and basic networks. Eligible to work in Italy is required.

Qualifications

• At least 3 years hands-on experience in Field Support Services.
• Strong written and verbal communication in local language and English.
• Detail oriented and self-motivated.
• Ability to support VIP end users and coordinate with onsite/offsite teams.
• Experience with Windows servers/workstations and basic networking knowledge.

Responsibilities

• Own end user incidents and requests from intake to resolution using ITSM tools.
• Perform onsite 'Smart Hands' support and train users on hardware/software.
• Assist with hardware/software asset inventory and disposals.
• Perform other duties as assigned.

Skills

End user support

ITSM tools

VIP support

Communication skills

Troubleshooting

Windows OS

Hardware/Software basics

Education

High school diploma or GED

Bachelor’s degree preferred

Microsoft certifications

Tools

ServiceNow

Remedy

HP Service Manager

Peregrine Service

Job description

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in Italy.

Fluent in Italian and English.

Job Summary:

This position assists customers, end users at onsite or remote locations and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. "Smart Hands" services and cooperation with subject matter experts to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment.

Primary Responsibilities:

• Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, HP Service Manager, or Peregrine Service.
• As onsite 'Smart Hands' support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed.
• Assisting with Hardware/Software asset inventory Management, including hardware disposals.
• Performing other duties as assigned.

Desired Skills and Experience

Core competencies, knowledge and experience:

• At least 3 years hands on experience in Field Support Services.
• Strong written and verbal communication skills in Local Language and English
• Must be detail oriented and self-motivating
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Clients: Windows 11, Windows 10, Windows 7, Windows XP, IOS
• Servers: Windows 2003, Windows 2008, Windows 2013
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Strong Microsoft operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
• Basic knowledge to support Mac and iOS devices
• Knowledge to support Multifunctional Devices, Smartphones, PDAs, iPhone's, iPad's & BYOD
• Experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
• Ability to successfully pass a background security check
• Experience including remote control of PCs and video conferencing knowledge
• PBX Installation and Configuration - Troubleshooting

Technical / professional qualifications:

• High school degree or GED required. Bachelor's degree preferred.
• Microsoft certifications

Business & Behavioural Skills

• Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
• Ability to interact with customers to ensure that the service is flexible, efficient and responsive
• To work through issues analytically to a successful conclusion
• Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.
• Experience of working with multi-discipline teams in distributed locations.
• Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.
• Use of ITIL service management framework to deliver best practice
• Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.
• Self-motivated. Ability to learn new technologies on own.
• Strong technical aptitude and ability to research and solve complex issues independently
• Ability to work as part of a team.
• Ability to participate and contribute during crisis times, assist team members/leads, as needed.
• Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements.
• Demonstrate ownership and responsibility in all assignments
• Build and nurture positive working relationship with customers with the intention to exceed their Expectations.
• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks - Engagement Champion to name a few. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

To know more about us visit - www.hcltech.com

Certificate of Disability in Force by law 68/99. If you have a valid disability certificate, kindly let us know during the selection process.

Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.

HCL is an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.