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Technical Support Specialist

2 mesi fa

Brindisi, Puglia, Italia Trigyn Technologies A tempo pieno

Position Overview:


As a vital member of our IT support team, you will be responsible for:


• Recording service requests and inquiries in the customer relationship management (CRM) system;

• Evaluating and routing incidents related to supported services in accordance with established operational guidelines;

• Elevating user and support service requests as needed to guarantee prompt resolution, while identifying and implementing strategies to prevent future incidents;

• Aiding in the enhancement of the technical information database, the Service Desk knowledge repository, Service Desk workflows, procedures, and service level agreements;

• Assisting in the training of users on partner-supported applications;

• Creating technical documentation or user manuals as necessary;

• Providing emergency support (either on-site or remotely via VPN) outside of standard working hours;

• Offering standby and on-call support, and participating in shift work as part of an extended service coverage plan, when required;

• Carrying out additional responsibilities as assigned.

Essential Technical Skills:
The ideal candidate must possess the following qualifications:

• Completion of secondary education complemented by IT training, preferably with a diploma.

• Proficient command of English is essential (both written and spoken).

Preferred Technical Skills:
The candidate should ideally have the following qualifications:

• Solid understanding, at a tier 1 support level, of at least one of the following: MS SQL Server, SAP ERP.

• Proficient knowledge, at a tier 1 support level, of at least one of the following: O365 suite, basic network troubleshooting.

• Familiarity with incident and request fulfillment tracking software.

• Exceptional telephone etiquette, strong interpersonal skills, and the ability to perform under pressure with minimal supervision.

• Comprehension of Local and Wide Area Network concepts.

Desirable Certifications:

• Knowledge of IPSAS is a plus.

• ITIL Certification is highly desirable but not mandatory.