ph32nd Line IT Help Desk Engineer /h3 pbLocation: /bBologna, Italy /p pbTeam: /bDigital Workplace /p pbEmployment Type: /bFull Time, onsite /p h3About Us /h3 pSpandex Italy is part of the global Spandex Group, a leading supplier of materials, equipment, and solutions for the visual communications, signage, digital printing, and vehicle wrapping industries. With a strong presence across Europe and a long‑established reputation for technical expertise, we support thousands of professionals with high-quality products, reliable service, and specialist knowledge. /p h3About the Role /h3 pWe are seeking an experienced and technically strong 2nd Line IT Help Desk Engineer to support our Digital Workplace environment. As the primary escalation point from 1st Line Support, you will handle more complex technical incidents, perform deeper investigation, and ensure issues are resolved efficiently and permanently. This role is essential in improving service quality, reducing repeat incidents, and supporting continuous improvement across the Spandex Group. /p h3What You Will Do /h3 ul liAct as the primary escalation point for incidents and service requests passed from 1st Line Support. /li liDiagnose and resolve complex technical issues relating to: /li liWindows endpoints and hardware faults /li liMicrosoft 365 (Exchange Online, Teams, SharePoint, OneDrive) /li liEntra ID / Active Directory (on prem and hybrid) /li liIntune device management and compliance /li liVPN, authentication, and connectivity issues /li liOwn incidents through to resolution, ensuring clear communication with users and stakeholders. /li liPerform root cause analysis for recurring issues and contribute to problem management activities.



/li liSupport user onboarding/offboarding, including advanced access configuration and troubleshooting. /li liMaintain and improve knowledge base articles, runbooks, and standard operating procedures. /li liWork closely with 1st Line Engineer to coach and upskill, helping reduce escalations over time. /li liCollaborate with infrastructure, security, and application teams where issues extend beyond the Service Desk. /li liEnsure accurate and complete ticket management within JIRA IT Service Management, including categorisation, documentation, and resolution notes. /li liSupport changes, rollouts, and minor project activities related to the Digital Workplace. /li /ul h3What You Bring /h3 ul liProven experience in a 2nd Line IT Support or similar role /li liStrong technical expertise in Microsoft 365, Windows endpoints, and identity management /li liHands‑on experience with Intune, AD/Entra ID, and troubleshooting connectivity issues /li liExperience working within an ITIL‑aligned Service Desk environment /li liFluent Italian language skills, with strong English communication abilities. /li liAbility to take ownership of complex issues and drive them to resolution /li liClear and professional communication with both technical and non‑technical users /li liA structured, analytical, and process‑driven approach /li /ul h3Desirable /h3 ul liMicrosoft certifications (Endpoint Administrator, Modern Desktop, Identity) /li liExperience supporting hybrid or multi‑country environments /li liExposure to MFA, Conditional Access, and security concepts /li liExperience with Ninja RMM, ESET, or JIRA ITSM /li liBasic scripting or automation skills (PowerShell) /li /ul /p #J-18808-Ljbffr

📌 2nd Line IT Help Desk Engineer (Bologna)
🏢 Spandex Italia
📍 Bologna