2nd Line IT Help Desk Engineer
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Location: Bologna, Italy
Team: Digital Workplace
Employment Type: Full Time, 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 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.
What You Bring
* Proven experience in a 2nd Line IT Support or similar role
* Strong technical expertise in Microsoft 365, Windows endpoints, and identity management
* Hands‐on experience with Intune, AD/Entra ID, and troubleshooting connectivity issues
* Experience working within an ITIL‐aligned Service Desk environment
* Fluent Italian language skills, with strong English communication abilities. xjrgpwk
* Ability to take ownership of complex issues and drive them to resolution
* Clear and professional communication with both technical and non‐technical users
* A structured, analytical, and process‐driven approach
Desirable
* Microsoft certifications (Endpoint Administrator, Modern Desktop, Identity)
* Experience supporting hybrid or multi‐country environments
* Exposure to MFA, Conditional Access, and security concepts
* Experience with Ninja RMM, ESET, or JIRA ITSM
* Basic scripting or automation skills (PowerShell)
If you are looking for a role where you can apply your technical expertise, influence service quality, and contribute to continuous improvement, we welcome your application.