2nd-Line ICT & AV Support Technician- Rome, Italy (Contractual)

Overview

Axiom Technologies is a global IT services partner that supports medium- to large-scale enterprises. Please visit our website for more information about what we do.

Responsibilities

• ICT & AV Support: Serve as the technical escalation point for complex incidents not resolved by first-line support, performing in-depth analysis, troubleshooting, and closure of tickets.
• Provide hands-on in-person support at the site for desktop, laptop, and AV equipment when remote solutions are insufficient.
• Install, configure, and maintain a wide range of end-user equipment, including laptops, docking stations, peripherals, mobile devices, and AV systems.
• Perform preventive maintenance and routine testing on AV and videoconferencing equipment.
• Offer comprehensive support for videoconferencing solutions (Teams, Zoom, Skype for Business, WebEx), including setup, user training, live troubleshooting, and post-event follow-up.
• Digital Workplace & Network Management: Ensure full corporate network connectivity, including VPN, VLAN configuration, and remote-access services.
• Assist with VOIP / PABX and mobile telephony (including Teams integration), troubleshooting and coordinating with central network teams where required.
• Support and document “smart hands” onsite activities related to switching, telephony, WiFi, and public internet.
• Service Desk & Quality Control: Coordinate with the Helpdesk team for seamless remote diagnostics and case follow-up.
• Enforce ticket-quality standards by reviewing ServiceNow records, correcting discrepancies, and mentoring local first-line ICT staff.
• Generate regular incident reports, identifying trends and recommending service improvements.
• Contribute to improving the quality of knowledge base articles and technical documentation.

Required Qualifications & Skills

• Minimum 2 years of relevant work experience in a similar ICT support or AV environment (traineeships count).
• Strong technical knowledge of MS Windows, MS Office, and AV / presentation technologies in a business setting.
• Experience supporting network infrastructure and telephony: switches, PABX, Teams / VOIP, wireless networks.
• Familiarity with server tasks such as drive access, backup, DHCP (not full system administration).
• Excellent customer service orientation with outstanding communication and interpersonal skills.
• Analytical, resourceful, and solutions-driven mindset.
• Able to assimilate new procedures quickly and work effectively under pressure.
• Organized, punctual, meticulous, and reliable.
• Comfortable working in an international and multicultural environment.
• Preferred: Knowledge or experience working in an ITIL service environment.
• Local language
• Previous experience improving service desk processes or knowledge base documentation.

Working Conditions

On-site role at the host representation in a professional environment. Some travel to regional satellite sites is required. Standard business hours with some overtime as necessary. Occasional lifting of equipment (up to 25 lbs).

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to @