IT Support Engineer Italy

Senior Infrastructure Recruitment Consultant at E-Frontiers Ltd

Grade 4

This role sits within our Digital Technology group, specifically in the Client Services team, which is part of the Service Management pillar. The team plays a vital role in delivering high-quality, user-focused IT support across our global offices, helping to ensure that our people have the tools and services they need to do their best work.

Client Services is at the heart of day-to-day digital operations—resolving issues, enabling collaboration, supporting infrastructure, and acting as a trusted bridge between technology and the business. We work closely with other Digital Technology teams to deliver a seamless and responsive support experience for all staff.

Key Responsibilities

• Act as client liaison for all Digital Technology-related requests from staff, engaging and escalating to other teams as needed.
• Provide value-added services to the business, working with leadership to drive technology and transform business activities.
• Configure, deploy, maintain, troubleshoot, and support workstations, laptops, printers, mobile devices, phones, and other computer and telecoms equipment.
• Solve problems associated with hardware (PCs, Macs, mobile, etc.) and software services (video conferencing, remote access, etc.), determining the source of problems and classifying their level, priority, and nature.
• Respond to, document, and resolve service tickets in a timely manner according to an agreed service level.
• Document procedures, standards, best-practice configurations, settings, installation sequences, and back-out instructions.
• Follow ITIL/Service Management policies and procedures.
• Help the software asset management team to maintain compliance and promote best technology practices with colleagues.

Skills & Experience

• Recognised tertiary qualifications in technical certification in Information Technology or similar are desirable.
• Experience working in a regional or global organisation providing desktop support services in a Microsoft environment.
• Experience in hardware support for both PC and Mac, as well as mobile devices including iPhones, iPads, and Samsung models; proficiency in Microsoft Windows OS with some familiarity with Mac OS.
• Knowledge of Microsoft 365 and its associated services, such as OneDrive for Business and Microsoft Teams; understanding of video conferencing hardware and software; experience supporting office printers and copiers.
• Experience with ServiceNow or similar IT service management platforms is highly beneficial, along with exposure to working in a professional services environment.
• A strong technical aptitude and a proven ability to learn and apply new skills in a fast-paced setting are essential.
• Familiarity with industry-specific software solutions such as Autodesk, Bentley, and Trimble, as well as enterprise tools like Adobe, Bluebeam, is also desirable.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology