**Languages required : English and Italian both are mandatory** **Remote work NOT allowed** **Work location: Florence, Italy**
- Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams.
- Address user tickets regarding hardware, software and networking
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Ensure that incidents and requests are handled according to customer needs and priorities.
- As needed, escalate tickets.
- Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.
- Perform overtime duties when necessary
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests




- Help create technical documentation and manuals **Requirements**: - **Speaks fluent Italian and have intermediate English speaking skills**: - **3+ years of hands on experience in Desktop Support**: - **Good understanding of Windows platform 10 and 11 OS; Bitlocker understanding**: - **Experienced in troubleshooting hardware and software issues**: - **Experience in ITIL process, maintaining SLA's, CSAT's and Service Now**: - **Experience of providing VIP support is desirable** Must be willing to travel to other customer locations within Italy as required **Job Type**: Permanent Pay: €25,000.00 - €28,000.00 per year **Experience**: - Desktop Support: 5 years (preferred)
- troubleshooting hardware and software issues: 3 years (preferred)
- ITIL process: 2 years (preferred)
- maintaining SLA's, CSAT's: 3 years (preferred)
- providing VIP support: 3 years (preferred) **Language**: - Fluent Italian (preferred)

📌 Desktop Support (Firenze)
🏢 Adroit People
📍 Firenze