JD: EUC L1 Language: Italian & English (Professional) Location: Castelleone, Italy Job Type: Full-Time Contract - Providing Field Service Support at the specified location within the committed service levels ensuring customer satisfaction - Empathy, Accountability, Punctual, Passion for customer service/experience, Integrity, Good listener, Strong Communicator (verbal/written), Flexible, Patient, Confident and a team player who also is a self starter. Keeps up with innovation. - Hands on with Authentication protocols, AzureAD, AD, MDM solutions (like Intune), Ticket registration system, Printers, Scanners, Remote controlling tools, UC tooling/environments, PC, Mac and mobile. - Knowledge of ITIL, Agile fundamentals, knowledge centered support and lean thinking. - Basic understanding of infrastructure, network and data security components. - Additional focus on "Digital" sales infrastructure, Master data, SAP processes and seasonal driven aspects of the domain. - Additional focus on "OMNI" retail infrastructure, retail traffic / data components, transaction processes and RFID - Provide support for client end user devices such as laptops, Desktops and peripherals (Dell, HP, IBM, Lenovo, Apple), Mac & iOS devices (iPhone/iPad), Printers, Plotters, Digital Signage, Cameras, Video Conferencing equipment’s etc. - Raise ticket with OEM vendor in case of system under warranty and needs spare replacement and replace units which are classified under customer replaceable unit - Support new joiner’s system installation and configuration classified under IMACD - Perform all work efforts required for IMACs such as those included for installation and redeployment - Act as a single point of contact for IMACD requests - Authenticate each Service Request using agreed-upon authentication processes, including required - Ensure all Service Requests for IMACs are in accordance with established procedures - Contact the end-user and schedule an agreed time for the Service Request to take place - Confirm Service Levels for end-users requesting service - Document the IMACD in the ITSM tool and route a Ticket to the team performing the work - Verify the IMACD occurred on schedule and contact end users to confirm their satisfaction - Reschedule the IMACD, when necessary - Resolve IMACD scheduling issues and escalate when required - Follow the steps mentioned in the request raised and act according to the request - This request could contain multiple activities of data wipe, OS installation, hardware spare replacement etc. - Onsite Support Service Partner would update the Asset management tool if any hardware allocated or de-allocated - Mentor new technicians - Provide priority support to identified users (VIP Support) - Perform proactive health checks on weekly basis of VIP devices - Weekly visits to be held by Field Service engineers to ensure that VIP devices are functioning as per requirements Behavioral Skills Required: - Individual must have good customer facing skills and be well presented. - Demonstrates independent and pro-active thinking - Builds effective relationships both within the team and across the business and Professional Services - Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices. - Must be able to work alone and unsupervised, taking the initiative when necessary. - Must be organized and prioritize work appropriately. Industry - Computer Software Employment Type Full-time Salary: €2,200.00 - €2,500.00 per month Ability to commute/relocate: - Castelleone, Lombardia: Reliably commute or planning to relocate before starting work (required) Language: - Italian (required) - English (preferred)