About the Role

We are looking for a skilled and customer-focused IT Service Desk Engineer to join our team in Italy. The ideal candidate will provide first and second-level technical support, troubleshoot IT issues, and ensure seamless delivery of IT services to end users.

Key Responsibilities

Provide technical support for hardware, software, network, and system-related issues.
Respond to and resolve incidents and service requests within agreed SLAs.
Troubleshoot Windows operating systems, Microsoft Office 365, Outlook, and collaboration tools.
Manage user accounts, permissions, and access through Active Directory.
Support laptops, desktops, printers, mobile devices, and peripheral equipment.
Coordinate with global IT teams and third-party vendors for issue resolution.
Document incidents, solutions, and troubleshooting procedures in the ticketing system.
Monitor and escalate critical incidents when necessary.
Ensure high levels of customer satisfaction through effective communication and support.

Required Skills

Strong experience in IT Service Desk / Technical Support roles.
Hands-on knowledge of:
- Windows 10/11 Administration
- Microsoft Office 365
- Active Directory
- Outlook & Exchange
- VPN and Remote Support Tools
- ITSM tools such as ServiceNow, Remedy, or Jira
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Excellent troubleshooting and problem-solving skills.
Strong verbal and written communication skills.
Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
ITIL Foundation certification is preferred.
Microsoft certifications will be an added advantage.
Experience supporting international users and global environments.