PAs 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. /ppESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO: /pp• Own the full incident lifecycle: intake, triage, resolution, documentation, and post-incident reporting. /pp• Support macOS, Windows 11, and iOS devices; manage lifecycle through Intune and Jamf (enrollment, compliance, configuration, patching). /pp• Build and deploy user workstations (image, asset tag, peripheral setup). /pp• Provide coaching (deskside and remote) and multilingual walk-throughs for common tasks and new tool rollouts. /pp• Maintain a bilingual knowledge base (Italian and English); translate and localize how-to guides, FAQs, and outage notices. /pp• Perform basic Layer 2/3 switch and wireless controller configuration (VLANs, QoS, SSIDs, access-port changes). /pp• Serve as the onsite “remote hands” for the US Network Cloud teams during upgrades, cutovers, and troubleshooting (fiber/ISP hand-off, firewall swaps, cabling). /pp• Monitor/Support conference room technology - booking panels, A/V equipment, Zoom Rooms, and Digital-Signage endpoints, coordinate and update accessory maintenance. /pp• Administer local Active Directory objects (OUs, groups, Security Groups, Users, Computers), enforce password and MFA policies. /pp• Provision / reclaim Microsoft 365 and other software licenses; manage Exchange Online mailbox permissions and shared resources. /pp• Execute local backup media rotation (if applicable), printer queue management, and small on-prem service restarts under run-book guidance. /pp• Enforce endpoint protection, disk encryption, data-loss-prevention, and mobile-device-management baselines. /pp• Perform monthly workstation and network vulnerability remediation steps assigned by the Security Operations Center (SOC). /pp• Support GDPR and Italian privacy regulations by following data-handling SOPs and participating in quarterly access reviews. /pp• Report suspected security incidents immediately, collect artifacts, and preserve evidence per Incident Response playbooks. /pp• Maintain an accurate asset register (hardware, software, accessories, warranties). /pp• Forecast spares and replenishment; create purchase requisitions, receive shipments, and reconcile invoices. /pp• Act as the primary contact for local ISPs, low-voltage cablers, copier vendors, and building facilities for IT-related utilities (power, HVAC, structured cabling). /pp• Represent Italy office requirements in global IT projects (new SaaS rollouts, network modernization, security initiatives). /pp• Execute approved local changes during change-control windows, supplying status and validation evidence. /pp• Contribute continuous-improvement ideas for tooling, automation, and user experience. /ppBACKGROUND AND QUALIFICATIONS: /ppEducation Experience /pulli3+ years in a corporate Help Desk / Desktop Support or Site IT Administrator role. /liliDemonstrated autonomy supporting 50–200 onsite and remote users. /li /ulpTechnical Proficiency /pulliStrong knowledge of Windows 10/11, macOS Ventura+; iOS. /liliMicrosoft 365 (Exchange Online, Teams, SharePoint, Entra ID), Active Directory, basic PowerShell. /liliIntune and/or Jamf for device onboarding, compliance, and configuration. /liliFundamental LAN concepts (TCP/IP, DHCP, DNS, VLANs, Wi-Fi 6/6E). /liliTicketing and ITIL concepts (Incident, Change, Asset). /li /ulpLanguage Communication /pulliNative-level Italian and professional English—written and spoken. /liliProven ability to translate technical material for non-technical audiences. /li /ulpSoft Skills /pulliExcellent customer-service mindset; calm under pressure. /liliSelf-starter who prioritizes tasks and seeks clarity proactively. /liliCross-cultural collaboration with distributed teams. /li /ulpPhysical Requirements /pulliLift/move up to 25 kg (servers, monitors, UPS devices). /liliCrawl under desks, manage cable runs, and rack/stack equipment as needed. /li /ulpPreferred / “Plus” Skills /pulliIndustry certifications: CompTIA A+, Network+, Microsoft MD-102, Jamf 200, ITIL v4. /liliExperience with Zoom Rooms, Cisco switching, Meraki wireless, and Freshservice. /liliExposure to regulated environments (medical devices, pharma, or other FDA/EU MDR-regulated industries). /liliFamiliarity with GDPR, ISO 27001, or NIST CSF control frameworks. /li /ulpWork Environment Schedule /pulliStandard office hours with occasional evening or weekend work to align with global maintenance windows. /liliLimited travel (10%) within EU for training or project deployments. Potential US travel for training purposes. /liliParticipation in shared on-call rotation for critical incidents. /li /ulpWillingness to relocate to Mirandola, Italy /p