Overview
JD: EUC L1. Location: Rolo, RE, Italy. Job Type: Part-Time Contract. Salary: €180 per day. This position is a Backfill Engineer, meaning the role provides coverage when a full-time engineer is on leave.
Responsibilities
* Provide Field Service Support at the specified location within committed service levels to ensure customer satisfaction.
* Raise tickets with OEM vendors for system under warranty and arrange spare replacements; replace units classified as customer replaceable.
* Support new joiner system installation and configuration classified under IMACD; perform all IMAC-related activities including installation and redeployment.
* Act as a single point of contact for IMACD requests.
* Authenticate each Service Request using agreed-upon authentication processes and ensure all Service Requests for IMACs follow established procedures.
* Contact end-users to schedule Service Requests and confirm service levels.
* Document IMACD in the ITSM tool and route tickets to the responsible team; verify that IMACD occurred on schedule and confirm user satisfaction; reschedule if necessary.
* Resolve IMACD scheduling issues and escalate when required.
* Follow request steps, which may include activities such as data wipe, OS installation, and hardware spare replacement; update the Asset management tool for hardware allocations.
* Mentor new technicians and provide priority (VIP) support to identified users.
* Perform proactive weekly health checks of VIP devices and conduct weekly field visits to ensure devices function as required.
Qualifications & Skills
* Professional behavioral skills: strong customer-facing abilities, presentable appearance, independent and proactive thinking.
* Ability to build effective relationships within the team and across Professional Services; work to specified standards of deportment, conduct, and ethical workplace practices.
* Ability to work alone and unsupervised, take initiative, be organized, and prioritize work.
* Industry: Computer Software.
* Language: English (required); Italian (preferred).
Contract & Location Details
* Employment Type: Part-time; Job Type: Part-time.
* Contract length: 12 months.
* Salary: Up to €180 per day.
* Location: Rolo, Emilia-Romagna. Relocation/commute: Reliable commute or relocation planned before starting work (required).
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