As a System Engineer, you will be responsible for providing technical leadership, proactive service support, and operational coordination to ensure the delivery of high-quality, stable, and efficient services across complex customer environments.
You will work closely with customers as a trusted technical point of contact, collaborating with global technical delivery and operations teams to ensure optimal service performance. By combining hands-on technical expertise with strong coordination and customer-facing skills, you will contribute to service excellence and continuous improvement.
This role primarily supports key customers in Italy and is based in Milan, with work mainly performed on-site at the customer location, with potential hybrid flexibility in the future.
Responsibilities:
· Act as the technical lead for assigned customers, ensuring overall service health and performance
· Collaborate with internal technical teams to ensure customer requirements are properly understood and delivered
· Manage and prioritise customer requests, ensuring timely resolution and premium service delivery
· Participate in technical discussions and provide input on operational issues and improvements
· Lead operational meetings, handle customer enquiries, and manage escalations or critical incidents
· Monitor and improve SLA performance in coordination with Service Delivery/Customer Service Managers
· Ensure smooth transition of services into operations
· Oversee and coordinate patching and maintenance activities with customers and internal teams
· Support sales and service management teams in identifying opportunities for service improvements and business growth
· Operate within ITIL processes to ensure structured and high-quality service delivery
Qualifications:
· Minimum 3–5 years of experience in technical support roles within infrastructure services
· Strong coordination skills across multiple technical teams in a global environment
· Hands-on expertise in at least two of the following areas: VMware/vCloud, Microsoft technologies, Linux, storage, backup, or networking
· Experience working within ITIL-based service management environments
· Proven ability to manage customer relationships, escalations, and operational performance
· Strong problem-solving, communication, and influencing skills
· Ability to work independently with a proactive and structured approach
· Degree in IT or equivalent technical education is preferred
· Native Italian speaker and fluent in English (written and spoken)