IT On-site Support Technician, Italy

Employment type: Undefined term

Full-time/part-time position: Full time

Job Code USA/CA:
**IT On-Site Support Technician, Italy & Turkey 1**:

- At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name - people committed to providing our customers with lifting equipment and services that lift their businesses. Everything we do, we do with passion and drive._
- We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work._

Konecranes IT is an integrated part of Konecranes operations globally. Our mission is to drive and support process harmonization with optimal IT solutions and at the same time reduce the fragmentation of IT systems. We are delivering IT services in approx. 50 countries and for more than 18,000 employees globally. Our main target is a high level of end user satisfaction. Our global team is working in 20 countries and covers all geographical regions.

To further strengthen IT service delivery we are seeking to hire **IT On-Site Support Technician, Italy & Turkey **who will join a global team that supports end users of IT services. In your role you will primarily work closely with end users located in Italy and Turkey, however you will also be involved in providing support for the users from other countries in EMEA SouthWest region. As our IT On-Site Support Technician, you will respond to the service requests, collect evidence related to the reported IT issue, classify incidents, provide support, triage calls and take actions needed for achieving the successful resolution of reported IT issue within established SLAs.

You will assist in software releases and roll-outs as well as other projects.

In this role you will be based in Agrate Brianza, Italy. This is a full-time position with normal working days from Monday to Friday. However, some flexibility in working hours and travels to other office locations may be required in order to support our end-users.

**Your key responsibilities**:

- Provide Level I Support and take actions when escalation of issues is needed
- Build relationship with service desk customers
- Liaise with other teams within the IT function to ensure smooth resolution process for escalated issues
- Record, track and document the service desk request problem-solving process, including all steps of the process till the final resolution
- Manage software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to facilitate problem resolution
- Install anti-virus software and ensure that virus definitions are up-to-date
- Perform preventative maintenance, including checking and cleaning of assets
- Test fixes to ensure that issue has been adequately resolved
- Develop help articles and FAQ lists for end users
- Reinforce SLAs to manage end-user expectations
- Training of end users, deliver IT Induction to new employees

**Why to join us**
With us, you will work in an innovative, international and dynamic environment. You will have an opportunity to get insights to the world-class IT Service Delivery and collaborate with highly professional and supportive colleagues from IT Service Delivery Team. We support professional development of our employees and offer trainings to strengthen development of expertise.
In this role you will also have a possibility to contribute to service delivery development: you will not only solve issues but will be involved in evaluating documented resolutions and analysing trends to notice emerging trends in incidents and to help us to find ways for preventing problems in the future.

**What should you bring?**:

- Strong knowledge of macOS as well as MS Windows (version 10)
- Experience in providing IT support for users of Apple and Microsoft products
- Good personal computer management skills and previous exposure to Office 365
- Understanding of IT networks
- Excellent customer care skills and willingness to share IT knowledge and educate users of IT services at all levels within the organisation
- Fluency in both Italian and English is a must as these are our working languages
- Full driving licence

**Interested?**
- Konecranes is a world-leading group of Lifting Businesses, serving a broad range of customers. We are truly a global company with 16,900 employees at 600 locations in 50 countries. For over 80 years, we have been dedicated to improving the efficiency and performance of businesses in all types of industries. We believe that sustainable growth is a result of a strong responsible performance. Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination._