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Technical Support Specialist

2 mesi fa

Brindisi, Puglia, Italia Trigyn Technologies A tempo pieno

Position Overview:


As a Service Desk Technician, you will be responsible for managing service requests and incidents within our customer CRM system. Your role will involve:

  • Logging and tracking service calls and emails to ensure effective communication.
  • Analyzing incidents and dispatching them according to established operational protocols.
  • Escalating user and support service requests as necessary to guarantee prompt resolution and implementing strategies to prevent future occurrences.
  • Contributing to the enhancement of the technical information database and the Service Desk knowledge base, along with updating workflows and operational agreements.
  • Assisting in training sessions for partner-supported applications.
  • Creating technical documentation or user manuals as needed.
  • Providing emergency support, either on-site or remotely, outside of standard working hours.
  • Offering standby and on-call support, and participating in shift work as part of an extended service coverage plan.
  • Carrying out additional responsibilities as required.

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

  • A secondary school diploma with additional training in IT.
  • Proficient command of English, both written and verbal.

Preferred Technical Skills:
The candidate should ideally have:

  • Familiarity with providing tier 1 support for at least one of the following: MS SQL Server or SAP ERP.
  • Experience in offering tier 1 support for at least one of the following: O365 suite or basic network troubleshooting.
  • Knowledge of incident and request fulfillment tracking software.
  • Excellent telephone etiquette, strong interpersonal skills, and the ability to work effectively under pressure with minimal supervision.
  • An understanding of Local and Wide Area Network concepts.

Desirable Certifications:
Knowledge of IPSAS is advantageous, and ITIL Certification is highly regarded, though not mandatory.