The Desk Support Engineer is an IT support professional responsible for delivering reliable and efficient second line deskside support. He/She is a resource with strong technical competence, enthusiasm and a natural propensity for teamwork.
He/She demonstrates analytical problem-solving skills, attention to detail and the ability to prioritize activities in line with Service Level Agreements. The ideal candidate is proactive, organized and comfortable working both independently and within the wider IT team, ensuring continuity and quality of IT services across the business.
Professionalism, flexibility and a structured approach to processes are essential characteristics for this role.
Your Activities
- Independent management of 2nd Line IT incidents and service requests
- End-to-end ownership of tickets, including communication and resolution via ServiceNow
- On-site deskside support for desktop PCs, laptops and hardware devices
- Support for Microsoft 365, Teams (including Telephony), Active Directory and core business applications
- Management of joiners, leavers and user administration tasks
- Support of mobile devices (iPhone, iPad, Android, Windows)
- Remote working support (VPN, broadband, Wi-Fi connectivity)
- Meeting room and AV setup support for internal and client meetings
- Coordination with EMEA 3rd Line teams and external providers when escalation is required
- Participation in change, configuration and project management activities
- Maintenance of accurate documentation and knowledge articles
- Hardware procurement and asset management
- Support of onsite server room activities in alignment with IT processes
- Availability to travel to other Italian offices when required