IT Helpdesk Specialist

We are an equal opportunity employer. We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience and skills.We are committed to creating an inclusive hiring process. If you have specific needs or require adjustments during the recruitment process, please let us know.For our Headquarter in Milan we are looking for an IT Helpdesk Specialist to provide first-level and second-level support in an international, enterprise IT environment.The role is a key operational function, ensuring high-quality user support, effective endpoint management, and smooth interaction with infrastructure and cloud teams.Key ResponsibilitiesEnd-User & Workplace SupportProvide L1 / L2 support to internal users (onsite and remote).Troubleshoot issues on Windows and macOS devices.Support onboarding and offboarding activities.Act as first point of contact for IT-related requests and incidents.Endpoint & Tools ManagementOperate enterprise endpoint management using ManageEngine.Support patching, software distribution, and compliance checks.Provide user support for Google Workspace (mail, calendar, collaboration).Support standard enterprise applications and tools.Identity & Access SupportExecute user lifecycle processes following defined procedures.Support identity tools (e.g. One Identity) under guidance.Escalate access-related issues when required.ITSM, Ticketing & Vendor InteractionLog, manage, and resolve tickets using ITSM tools (preference for Jira).Follow defined incident and request workflows.Collaborate with infrastructure teams and external providers.Participate in service reviews and operational follow-ups when required.On-Call SupportParticipate in an on-call rotation according to defined schedules.Required Skills & ExperienceMust HaveFluent English (spoken and written) is mandatory.Experience in an IT Helpdesk / IT Support role.Strong knowledge of Windows and macOS.Google Workspace support experience (mandatory).ManageEngine experience (mandatory).Basic understanding of AWS environments.Basic exposure to Google Apps Script.Knowledge of ITSM processes (incident, request, escalation).Experience with ticketing systems (preference for Jira).Availability for on-call rotation.Nice to HaveTechnologies : Akamai, Keycloak, One Identity.Certifications :ITIL v3 or v4 FoundationAgile / Project Management certificationsExperience in environments aligned with ISO 20000 / ISO 27001.Experience supporting international or distributed organizations.Role ImpactFrontline role ensuring user productivity and satisfaction.Key contributor to service quality and operational stability.Entry point for growth toward Workplace Engineer or Infrastructure roles.What We OfferA vibrant international environment in a continuously growing company.Extensive training and development opportunities within the group, including an Elearning platform.A multicultural organizational structure and team.Hybrid working policy (60 / 40).About FortidiaFortidia is the brand identity of MBE Worldwide S.p.A. - a privately‑owned company headquartered in Italy - and its affiliates. Fortidia is a global commerce enabler for MSMEs and consumers thanks to its platform including brands providing ecommerce, fulfillment, shipping, marketing and print solutions: PrestaShop, Mail Boxes Etc. (outside the U.S. and Canada.), World Options, PostNet, PACK & SEND, AlphaGraphics, Kwik Kopy Australia, Multicopy, Print Speak, GEL Proximity and Spedingo. In 2024, the combination of its physical platform - including 3,200+ Business Solutions Centers in 57 countries with over 14,000 associates - with its PrestaShop e‑commerce platform served 1.1 mln business customers worldwide generating €1.45 bln (US$1.65 bln) of System‑wide Gross Revenue and €22 bln (US$23 bln) of Gross Merchandise Value.For more information, visit the Fortidia Group websites :#J-18808-Ljbffr