Position Overview
Il suo CV è pronto? Se sì, e se è convinto/a che questo sia il ruolo giusto per lei, si candidi il prima possibile.
The 2nd Line IT Help Desk Engineer will support our Digital Workplace environment as the primary escalation point from 1st line support.
Responsibilities
-
- Act as the primary escalation point for incidents and service requests passed from 1st line support.
- Support Windows endpoints and hardware faults.
- Manage Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
- Handle Entra ID / Active Directory (on‑prem and hybrid) and identity management.
- Perform root cause analysis for recurring issues and contribute to problem management activities.
- Support user onboarding/offboarding, including advanced access configuration and troubleshooting.
- Coach and upskill 1st line engineers to reduce escalations over time.
- Collaborate with infrastructure, security, and application teams when issues extend beyond the service desk.
- Ensure accurate and complete ticket management within JIRA IT Service Management, including categorisation, documentation, and resolution notes.
- Support changes, rollouts, and minor project activities related to the Digital Workplace.
Qualifications
-
- Proven experience in a 2nd line IT support or similar role.
- Strong technical expertise in Microsoft 365, Windows endpoints, and identity management.
- Experience working within an ITIL‑aligned service desk environment.
- Fluent Italian language skills, with strong English communication abilities.
- Microsoft certifications such as Endpoint Administrator, Modern Desktop, Identity. xlwpduy
- Experience supporting hybrid or multi‑country environments.
#J-18808-Ljbffr