IT Support Specialist

2 settimane fa


Brindisi, Puglia, Italia Trigyn Technologies A tempo pieno

Position Overview:

This role involves providing exceptional support and assistance to users, ensuring efficient operation of IT services.

Key Responsibilities:
• Documenting service requests and inquiries in the customer relationship management (CRM) system;
• Evaluating and routing incidents related to supported services in accordance with established protocols;
• Elevating user and support service requests as necessary 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 training initiatives for applications managed by partners;
• Creating technical documentation or user manuals as needed;
• Offering support during emergencies (either on-site or remotely via VPN) outside of standard working hours;
• Providing on-call support and participating in shift work as part of an extended service coverage plan, when required;
• Carrying out additional tasks as needed.

Required Qualifications:
The ideal candidate must possess the following skills and experience:
• Completion of secondary education supplemented by IT training, preferably with a diploma.
• Proficient command of English, both written and verbal.

Preferred Qualifications:
The candidate should ideally have the following skills and experience:
• 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 management software.
• Excellent telephone etiquette, strong interpersonal skills, and the ability to work effectively under pressure with minimal supervision.
• Knowledge of Local and Wide Area Network principles.

Desirable Certifications:
• Familiarity with IPSAS is advantageous.
• ITIL Certification is highly desirable but not mandatory.


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