Engineer VR03

TVS SCS RICO Italia is part of a multinational company specialized in providing a wide range of technological services throughout Europe, including Break & Fix, IMAC, Service Desk, Projects and Rollouts, Help Desk, End User Computer, Deskside Support,
TVS SCS is actively looking for an expert Engineer VR03 to join its team. The company employs experienced professionals who are dedicated to providing world-class IT solutions.

Tasks

Engineer VR03 Job Descritpion:

DW IT infrastructure Level 2 operations Profile

Responsible for the operation, support, and continuous improvement of the Enterprise IT infrastructure environment, with a strong focus on stability, security, and standardization.
The role acts as an escalation point for Level 2 and Level 3 incidents, contributes to problem management and root cause analysis, and supports infrastructure transformation initiatives aligned with Group IT standards

This role works closely with Service Desk, Field Services, global infrastructure teams, and external vendors, ensuring high‑quality service delivery across end‑user and site infrastructure components.

Key Responsibilities

• Act as L2/L3 escalation point for incidents and service requests related to EIT infrastructure.
• Diagnose and resolve complex technical issues beyond L1 capabilities, ensuring minimal business impact.
• Perform advanced troubleshooting, root cause analysis (RCA), and implement permanent fixes.
• Ensure proper incident, problem, and change documentation in ITSM tool

Infrastructure & EIT Technologies

• Support and maintain EIT‑related infrastructure components, including:
• LAN / Wi‑Fi / WAN connectivity at sites
• Deep knowledge on PC management (deployment tools, troubleshooting and inventory documentation)
• Print services (e.g. Follow‑Me / MyQ / Ricoh environments)
• Identity and access components (AD / Entra ID integration where applicable)
• Endpoint and local site services supporting Digital Workplace
• Ensure compliance with Group standards, security policies, and architecture guidelines.

Problem, Change & Continuous Improvement

• Drive problem management activities and contribute to trend analysis.
• Participate in change management (assessment, implementation, validation).
• Identify opportunities for standardization, automation, and service improvement.
• Support migrations, decommissioning of legacy solutions, and rollout of new group solutions.

Project & Transformation Support

• Contribute to infrastructure and Digital Workplace projects (e.g. network standardization, printer fleet modernization, endpoint management initiatives).
• Support pilots, deployments, and transition to operations.
• Collaborate with global and regional teams to ensure consistent implementation.

Vendor & Stakeholder Collaboration

• Coordinate with external service providers and vendors (e.g. network, print, workplace partners).
• Act as technical counterpart during escalations.
• Provide clear technical communication to IT and business stakeholders.

Documentation & Knowledge Management

• Create and maintain technical documentation, SOPs, HAM, SAM and knowledge articles.
• Support knowledge