Job Details:
Position: IT Support Technician L2 (On-site)
Role Type: Full-time
Working Days: 5 days in a week
Contract duration: Min 1 year (extendable)
Contract Type: Freelance / B2B contract
Project start date: As soon as possible
Experience Required: More than 10 years in same role.
Site Address: Rome, Italy. (On-Site)
Languages required: English (B2), Italian (B2 certified to C1)
Applicant should have Proper Working rights in Italy.
We are seeking a highly skilled Senior IT Deskside Support Engineer with 10+ years of hands-on experience in end-user support, IT infrastructure, and advanced troubleshooting. In this role, you will serve as a key technical contributor, ensuring smooth IT operations and delivering world-class support to our business teams, senior leadership, and clients.
Key Responsibilities:
* Deliver onsite 2nd line technical support for desktops, laptops, mobile devices, printers, telephony, and peripherals.
* Troubleshoot hardware, software, networking, and communication infrastructure issues with senior-level expertise.
* Provide VIP support, including video conferencing, webinars, and litigation/hearing setups.
* Lead and mentor junior desktop support analysts, fostering knowledge sharing and professional growth.
* Manage and document IT processes, asset lifecycle, and customer interactions in ITSM tools.
* Collaborate with global IT teams to improve local service delivery and incident resolution.
* Support Windows 10/11, Azure Virtual Desktop, Microsoft Suite, Document Management Systems, and telephony platforms.
* Oversee IT moves, installations, and upgrades, ensuring minimal downtime.
* Engage with vendors and partners for escalations, repairs, and system enhancements.
* Promote new technologies and support end-user training initiatives.
Key Requirements:
* 10+ years’ experience in IT Deskside/End-User Support roles within professional or global organizations.
* Strong expertise in Windows OS, Azure Virtual Desktop, Microsoft System Centre, and ITIL frameworks.
* Skilled in supporting mobile devices, telephony systems, wired & wireless networks (TCP/IP, VOIP, ISDN, etc.).
* Proven ability to lead, mentor, and act as site point of contact for IT escalations.
* Excellent troubleshooting, problem-solving, and customer service skills with a proactive mindset.
* Strong communication skills with the ability to engage stakeholders and provide VIP-level support.
* Certifications such as ITIL, Microsoft, or Azure are highly desirable.