IT Support Specialist

6 giorni fa

Florence, Toscana, Italia Luisaviaroma A tempo pieno

About Luisaviaroma

Luisaviaroma is a leading global luxury e-commerce company with a strong online presence, serving a vast customer base from over 200 countries. Our team is international, comprising over 300 professionals from 20 different countries. We are committed to innovation, constantly seeking to improve our services, platforms, website, and app to meet the evolving needs of our clients. Our sustainability initiatives, under the LVRSustainable banner, promote conscious fashion and support social and environmental causes through collaborations with non-profits, organizations, and brands.

About the Role

The Information Technology team at Luisaviaroma is responsible for developing and maintaining our internal back offices and e-commerce sites and apps. We are seeking a dedicated and experienced IT Support Specialist to join our team as a Level 2 Help Desk professional. This role will play a crucial part in resolving complex technical issues and providing exceptional support to our users.

Key Responsibilities

  • Serve as the escalation point for Level 1 support, managing more complex IT support tickets and ensuring timely resolution.
  • Diagnose and troubleshoot hardware, software, and service malfunctions, including web, applications, and company back-office systems.
  • Collaborate with other IT departments to resolve advanced issues, ensuring minimal disruption to users.
  • Maintain and update the knowledge base with detailed documentation on complex case studies and solutions.
  • Assist the team in the installation, maintenance, and replacement of company software and devices, providing guidance on best practices.
  • Conduct training sessions for Level 1 support staff to enhance their technical skills and improve overall team performance.

Requirements

  • Proven experience in a Level 2 Helpdesk role with the ability to handle escalated issues.
  • Strong understanding of user needs and the ability to communicate effectively in both written and spoken Italian and English.
  • Proficiency with company software and familiarity with IT infrastructure and operations.
  • Excellent troubleshooting skills and a proactive approach to problem-solving.

Preferred Qualifications

  • Knowledge of Jira or other ticketing systems.
  • Technical/IT training or certification.
  • Experience with web programming and/or scripting.
  • Strong organizational skills and the ability to manage multiple tasks simultaneously.

What We Offer

  • Full-time employment with a commercial contract.
  • Monday to Friday work week.
  • Optimal work-life balance.
  • Job rotation.
  • Conventions.
  • Employee discounts.

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