About Us: At BCIC Swiss GmbH, we specialize in delivering end-to-end technology solutions tailored to meet the evolving demands of modern businesses. Rooted in Swiss quality and a strong commitment to customer satisfaction, we serve as a trusted IT partner for clients ranging from innovative startups to global enterprises. Our core services include IT outsourcing and recruitment solutions. Position Overview: Key Responsibilities: - 2nd-line ICT & AV Support - Act as the technical escalation point for incidents beyond first-line resolution, including analysis, troubleshooting, and closure of complex tickets. - Provide hands-on support in person at the host Representation for desktop issues when remote resolution is not possible. - Liaise with the Helpdesk to coordinate remote diagnostics and follow-up on escalated cases. - Digital Workplace Management - Install, configure and maintain end-user equipment: laptops, docking stations, monitors, keyboards, mice, webcams, headsets, and mobile devices. - Network & Telephony - Ensure seamless corporate network connectivity—VPN, VLAN configuration and remote-access services—mirroring DWP standards. - Assist with fixed telephony (VOIP/PABX) and mobile telephony services, including Teams integration where applicable. - Troubleshoot connectivity issues both on-site and remotely, coordinating with central network teams. - Audiovisual & Videoconference Support - Provide end-to-end videoconference support (Teams, Zoom, Skype for Business, WebEx): call setup, user training, live troubleshooting and post-event follow-up. - Perform regular preventive maintenance and testing of all AV and videoconference equipment. - Ticket Escalation & Quality Control - Enforce ticket-quality procedures by reviewing Service Now records, logging discrepancies, and correcting errors made by ICT-1 agents. - Mentor and coach local ICT-1 team members on best practices, troubleshooting methods and use of ticketing tools. - Generate periodic reports on incident trends, resolution times and areas for improvement. - Improve the quality of Knowledge articles (Report to the Knowledge team) Must have Requirements: - Valid Italian work permit: - Italian language proficiency (minimum C2 level). Job Type: Contract Contract length: 6 months Pay: €130.00 per day