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For our Headquarter in Milan we are looking anIT Support Specialistto provide first-level and second-level support in an international, enterprise IT environment.
The role is a key operational function, ensuring high-quality user support, effective endpoint management, and smooth interaction with infrastructure and cloud teams.
Key Responsibilities
End-User & Workplace Support
ProvideL1 / L2 supportto internal users (onsite and remote).
Troubleshoot issues onWindows and macOSdevices.
Support onboarding and offboarding activities.
Act as first point of contact for IT-related requests and incidents.
Endpoint & Tools Management
Operate enterprise endpoint management usingManageEngine.
Support patching, software distribution, and compliance checks.
Provide user support forGoogle Workspace(mail, calendar, collaboration).
Support standard enterprise applications and tools.
Support workplace standardization activities (device setup, user provisioning, repeatable workplace processes).
Identity & Access Support
Execute user lifecycle processes following defined procedures.
Support identity tools (e.g.One Identity) under guidance.
Escalate access-related issues when required.
ITSM, Ticketing & Vendor Interaction
Log, manage, and resolve tickets usingITSM tools(preference forJira).
Follow defined incident and request workflows.
Collaborate with infrastructure teams and external providers.
Participate in service reviews and operational follow-ups when required.
Automation & Process Improvement
Identify opportunities forautomation of routine workplace processes(such as device provisioning, software deployment, onboarding/offboarding workflows and ticket handling) to improve efficiency and reduce manual effort.
Contribute to thedesign, development and implementation of automated solutionsusing scripting and automation tools.
Monitor and maintain automation workflows to ensure correct execution and handle exceptions as needed.
Document automated processes and related technical procedures to support team knowledge and operational continuity.
Work with IT teams to refine and optimize workflows leveraging automation best practices.
On-Call Support
Participate in anon-call rotationaccording to defined schedules.
Required Skills & Experience
Must Have
Fluent English (spoken and written).
Experience in anIT Helpdesk / IT Supportrole.
Strong knowledge ofWindows and macOS.
Google Workspace support experience (mandatory).
Experience with endpoint/device management tools (ManageEngine preferred).
.
Basic experience with automation/scripting,ideally using Google Apps Script.
Knowledge ofITSM processes(incident, request, escalation).
Experience withticketing systems(preference forJira).
Availability for on-call rotation.
Nice to Have
Certifications:
ITIL v3 or v4 Foundation
Agile / Project Management certifications
Experience in environments aligned withISO ***** / ISO *****.
Knowledge of ITSM processes (incident, request, escalation).
Experience with ticketing systems (preference for Jira).
Experience supporting international or distributed organizations.
Role Impact
Frontline role ensuring user productivity and satisfaction.
Key contributor to service quality and operational stability.
Entry point for growth towardWorkplace EngineerorInfrastructure roles.
What We Offer:
A vibrant international environment in a continuously growing company.
Extensive training and development opportunities within the group, including an Elearning platform
A multicultural organizational structure and team.
Hybrid working policy (60/40)
About Fortidia
Fortidia is the brand identity of MBE Worldwide S.p.A. - a privately-owned company headquartered in Italy - and its affiliates.
Fortidia is a global commerce enabler for MSMEs and consumers thanks to its platform including brands providing ecommerce, fulfillment, shipping, marketing and print solutions: PrestaShop, Mail Boxes Etc. (outside the U.S. and Canada.), World Options, PostNet, PACK & SEND, AlphaGraphics, Kwik Kopy Australia, Multicopy, Print Speak, GEL Proximity and Spedingo.
In ****, the combination of its physical platform - including 3,200+ Business Solutions Centers in 57 countries with over 14,000 associates - with its PrestaShop e-commerce platform served 1.1 mln business customers worldwide generating €1.45 bln (US\(1.65 bln) of System-wide Gross Revenue and €22 bln (US\)23 bln) of Gross Merchandise Value.
For more information, visit the Fortidia Group websites: - - - - - - - - - - - - - - - - - - -