#631 - Windows 365 Technical Support - Italian

**Company Description**
One of Upwork's largest clients, an American multinational technology company, is seeking a **REMOTE Italian Speaking Windows 365 Technical Support Consultant **to provide remote assistance to customers who have questions or problems related to Windows 365, the cloud-based service that delivers a full Windows 10 or 11 experience from the Microsoft cloud to any device.
- You will work between **5am - 1pm UTC OR 9am - 5pm UTC (Monday-Friday OR Weekend shifts (Saturday & Sunday)**, using various tools and platforms to communicate with customers and troubleshoot their issues. You will also have value add conversations with customers and track them in a SharePoint tracker for further insights.
- Use your knowledge of Windows 365, Windows Intune, Microsoft Identity Management, and other related technologies to diagnose and resolve customer issues.
- Work on common issues such as provisioning, identities, session connectivity, client side, resizing, performance, authentication, Azure network connection, cloud PC recovery, and more.
- Document and update customer cases and interactions in the respective case management systems.
- Escalate complex or unresolved issues to the appropriate teams or resources.
- Provide feedback and suggestions to improve the quality and efficiency of the Windows 365 service and support.
- Participate in training and certification programs to enhance your skills and knowledge.

**Qualifications** To be successful in this role, you will need to have the following skills and qualifications**:

- Excellent communication skills in both** English and Italian **_(written and oral)_

**Windows 365 Basics**:

- Understanding of what Windows 365 is and how it differentiates from other Microsoft offerings.
- Familiarity with Windows 365 deployment, management, and support.
- Cloud Concepts:

- Basics of cloud computing, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS).
- Microsoft Azure fundamentals, given that Windows 365 is built on Azure.
- Windows Operating System:

- Deep knowledge of Windows 10 and Windows 11, including installation, configuration, and troubleshooting.
- Familiarity with Windows updates, patches, and security features.
- Networking:

- Understanding of networking concepts such as VPN, DNS, DHCP, IP addressing, and subnets.
- Knowledge of network troubleshooting tools like ping, tracert, and netstat.
- Security:

- Basics of cybersecurity, including firewalls, anti-virus, and anti-malware solutions.
- Understanding of Microsoft security solutions like Microsoft Defender, Azure AD, and Multi-Factor Authentication (MFA).
- Device Management:

- Knowledge of Group Policy and Active Directory.
- Virtualization:

- Basics of virtualization technologies, especially as they relate to cloud-based solutions.
- Understanding of Remote Desktop Services (RDS) and related protocols.
- Collaboration Tools:

- Familiarity with Microsoft 365 suite, including Teams, SharePoint, and OneDrive, as they might integrate or interact with Windows 365.
- Backup and Recovery:

- Knowledge of backup solutions and disaster recovery strategies, especially in a cloud environment.
- Compliance and Governance:

- Certifications, such as the Microsoft Certified: Windows Virtual Desktop Specialty or other relevant Microsoft certifications, can also be beneficial for a Windows 365 Technical Support Engineer.
- Qualifications
- Minimum 2 years of demonstrated experience in providing technical support for Windows or cloud-based services.
- Strong knowledge of Windows 365, Windows Intune, Microsoft Identity Management, and other related technologies.
- Ability to troubleshoot and resolve customer issues using various tools and methods.
- Excellent communication and interpersonal skills, with a customer-oriented attitude and a passion for helping others.
- Fluent in English, both written and spoken.
- Flexible and adaptable to work in a fast-paced and dynamic environment.
- Self-motivated and proactive, with a willingness to learn and grow.

**Additional Information**
- Join a fortune 500 client
- Join a network of M365 Specialists
- All your information will be kept confidential according to EEO guidelines.