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IT Support Specialist

2 mesi fa

Brindisi, Puglia, Italia Trigyn Technologies A tempo pieno

Position Overview:


• Responsible for documenting service requests and communications within the customer relationship management (CRM) system;

• Evaluating and directing incidents related to supported services in accordance with defined operational protocols;

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

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

• Supporting the training initiatives for 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 when required;

• Offering standby and on-call assistance, and participating in shift work as part of an extended service coverage arrangement, as needed;

• Carrying out additional responsibilities as assigned.

Essential Technical Skills:
The candidate MUST possess the following qualifications:

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

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

Preferred Technical Skills:
The candidate SHOULD have the following qualifications:

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

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

• Experience with incident and request fulfillment tracking software.

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

• Comprehension of Local and Wide Area Network principles.

Desirable Certifications:

• Knowledge of IPSAS is advantageous.

• ITIL Certification is highly regarded but not mandatory.