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.
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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.ResponsibilitiesAct 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.QualificationsMinimum 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. xlwpduy Native Italian speaker and fluent in English (written and spoken).
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