2nd line it help desk engineer (budrio)

2nd Line IT Help Desk Engineer
Location: Bologna, Italy
Team: Digital Workplace
Employment Type: Tempo pieno, onsite
About Us
Spandex 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.
About the Role
We 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.
What You Will Do
- Act as the primary escalation point for incidents and service requests passed from 1st Line Support.
- Diagnose and resolve complex technical issues relating to:
- Windows endpoints and hardware faults
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Entra ID / Active Directory (on prem and hybrid)
- Intune device management and compliance
- VPN, authentication, and connectivity issues
- Own incidents through to resolution, ensuring clear communication with users and stakeholders.
- Perform root cause analysis for recurring issues and contribute to problem management activities.
- Support user onboarding/offboarding, including advanced access configuration and troubleshooting.
- Maintain and improve knowledge base articles, runbooks, and standard operating procedures.
- Work closely with 1st Line Engineer to coach and upskill, helping reduce escalations over time.
- Collaborate with infrastructure, security, and application teams where i