IT Support

**JD: EUC L1**

**Language: Italian & English (Professional)**

**Location: Castelleone, Italy**

**Job Type: Full-Time Contract**
- Providing Field Service Support at the specified location within the committed service levels ensuring customer satisfaction
- Empathy, Accountability, Punctual, Passion for customer service/experience, Integrity, Good listener, Strong Communicator (verbal/written), Flexible, Patient, Confident and a team player who also is a self starter. Keeps up with innovation.
- Hands on with Authentication protocols, AzureAD, AD, MDM solutions (like Intune), Ticket registration system, Printers, Scanners, Remote controlling tools, UC tooling/environments, PC, Mac and mobile.
- Knowledge of ITIL, Agile fundamentals, knowledge centered support and lean thinking.
- Basic understanding of infrastructure, network and data security components.
- Additional focus on "Digital" sales infrastructure, Master data, SAP processes and seasonal driven aspects of the domain.
- Additional focus on "OMNI" retail infrastructure, retail traffic / data components, transaction processes and RFID
- Provide support for client end user devices such as laptops, Desktops and peripherals (Dell, HP, IBM, Lenovo, Apple), Mac & iOS devices (iPhone/iPad), Printers, Plotters, Digital Signage, Cameras, Video Conferencing equipment’s etc.
- Raise ticket with OEM vendor in case of system under warranty and needs spare replacement and replace units which are classified under customer replaceable unit
- Support new joiner’s system installation and configuration classified under IMACD
- Perform all work efforts required for IMACs such as those included for installation and redeployment
- Act as a single point of contact for IMACD requests
- Authenticate each Service Request using agreed-upon authentication processes, including required
- Ensure all Service Requests for IMACs are in accordance with established procedures
- Contact the end-user and schedule an agreed time for the Service Request to take place
- Confirm Service Levels for end-users requesting service
- Document the IMACD in the ITSM tool and route a Ticket to the team performing the work
- Verify the IMACD occurred on schedule and contact end users to confirm their satisfaction
- Reschedule the IMACD, when necessary
- Resolve IMACD scheduling issues and escalate when required
- Follow the steps mentioned in the request raised and act according to the request - This request could contain multiple activities of data wipe, OS installation, hardware spare replacement etc.
- Onsite Support Service Partner would update the Asset management tool if any hardware allocated or de-allocated
- Mentor new technicians
- Provide priority support to identified users (VIP Support)
- Perform proactive health checks on weekly basis of VIP devices - Weekly visits to be held by Field Service engineers to ensure that VIP devices are functioning as per requirements

Behavioral Skills Required:

- Individual must have good customer facing skills and be well presented.
- Demonstrates independent and pro-active thinking
- Builds effective relationships both within the team and across the business and Professional Services
- Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
- Must be able to work alone and unsupervised, taking the initiative when necessary.
- Must be organized and prioritize work appropriately.

Industry
- Computer Software

Employment Type

Full-time

**Salary**: €2,200.00 - €2,500.00 per month

Ability to commute/relocate:

- Castelleone, Lombardia: Reliably commute or planning to relocate before starting work (required)

**Language**:

- Italian (required)
- English (preferred)