As the sole onsite IT support for TransMedics’ new Italy office located in Mirandola (MO), you will deliver exceptional end-user support while acting as the local steward for all infrastructure, systems, and security controls. You will partner daily with the US-based IT Operations, Infrastructure, Security, and Applications teams to ensure a seamless, secure, and highly available computing experience for our Italian workforce and visiting executives. This hybrid role blends Tier 1-2 support, systems / network administration, vendor coordination, and hands-on project execution. ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO: - Own the full incident lifecycle: intake, triage, resolution, documentation, and post-incident reporting. - Support macOS, Windows 11, and iOS devices; manage lifecycle through Intune and Jamf (enrollment, compliance, configuration, patching). - Build and deploy user workstations (image, asset tag, peripheral setup). - Provide coaching (deskside and remote) and multilingual walk-throughs for common tasks and new tool rollouts. - Maintain a bilingual knowledge base (Italian and English); translate and localize how-to guides, FAQs, and outage notices. - Perform basic Layer 2/3 switch and wireless controller configuration (VLANs, QoS, SSIDs, access-port changes). - Serve as the onsite “remote hands” for the US Network & Cloud teams during upgrades, cutovers, and troubleshooting (fiber/ISP hand-off, firewall swaps, cabling). - Monitor/Support conference room technology - booking panels, A/V equipment, Zoom Rooms, and Digital-Signage endpoints, coordinate and update accessory maintenance. - Administer local Active Directory objects (OUs, groups, Security Groups, Users, Computers), enforce password and MFA policies. - Provision / reclaim Microsoft 365 and other software licenses; manage Exchange Online mailbox permissions and shared resources. - Execute local backup media rotation (if applicable), printer queue management, and small on-prem service restarts under run-book guidance. - Enforce endpoint protection, disk encryption, data-loss-prevention, and mobile-device-management baselines. - Perform monthly workstation and network vulnerability remediation steps assigned by the Security Operations Center (SOC). - Support GDPR and Italian privacy regulations by following data-handling SOPs and participating in quarterly access reviews. - Report suspected security incidents immediately, collect artifacts, and preserve evidence per Incident Response playbooks. - Maintain an accurate asset register (hardware, software, accessories, warranties). - Forecast spares and replenishment; create purchase requisitions, receive shipments, and reconcile invoices. - Act as the primary contact for local ISPs, low-voltage cablers, copier vendors, and building facilities for IT-related utilities (power, HVAC, structured cabling). - Represent Italy office requirements in global IT projects (new SaaS rollouts, network modernization, security initiatives). - Execute approved local changes during change-control windows, supplying status and validation evidence. - Contribute continuous-improvement ideas for tooling, automation, and user experience. BACKGROUND AND QUALIFICATIONS: Education & Experience - 3 years in a corporate Help Desk / Desktop Support or Site IT Administrator role. - Demonstrated autonomy supporting 50-200 onsite and remote users. Technical Proficiency - Strong knowledge of Windows 10/11, macOS Ventura; iOS. - Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID), Active Directory, basic PowerShell. - Intune and/or Jamf for device onboarding, compliance, and configuration. - Fundamental LAN concepts (TCP/IP, DHCP, DNS, VLANs, Wi-Fi 6/6E). - Ticketing and ITIL concepts (Incident, Change, Asset). Language & Communication - Native-level Italian and professional English—written and spoken. - Proven ability to translate technical material for non-technical audiences. Soft Skills - Excellent customer-service mindset; calm under pressure. - Self-starter who prioritizes tasks and seeks clarity proactively. - Cross-cultural collaboration with distributed teams. Physical Requirements - Lift/move up to 25 kg (servers, monitors, UPS devices). - Crawl under desks, manage cable runs, and rack/stack equipment as needed. Preferred / “Plus” Skills - Industry certifications: CompTIA A, Network, Microsoft MD-102, Jamf 200, ITIL v4. - Experience with Zoom Rooms, Cisco switching, Meraki wireless, and Freshservice. - Exposure to regulated environments (medical devices, pharma, or other FDA/EU MDR-regulated industries). - Familiarity with GDPR, ISO 27001, or NIST CSF control frameworks. Work Environment & Schedule - Standard office hours with occasional evening or weekend work to align with global maintenance windows. - Limited travel (<10%) within EU for training or project deployments. Potential US travel for training purposes. - Participation in shared on-ca