Is a leading international freight forwarder and logistics provider offering a complete end-to-end service inclusive of road transport, air freight and sea freight, customs clearance and warehousing. With over 40 years of strong industry relationships, we provide access to the world’s most significant trade routes for our customers operating in various industry sectors across Oceania, Asia, Europe, North and South America, Middle East and Africa.
With over 1,500 employees located in 13 countries across the globe, our team members come from a diverse range of backgrounds, ages, cultures and beliefs, which is a key strength in our success.
We are proud of our heritage and the platform it provides our people and business for growth. Join us and build a reputation for getting things moving and shape the career you want. We are excited to let you know that we are looking for people with the experience, passion and drive to join our IT team in Reggio Emilia. If you are passionate about Information Technology and interested in building a career in a fast-growing company with a multicultural environment, we would love to hear from you!
Job Title: Helpdesk Support
Job Scope
The IT help desk support technician performs various functions in resolving issues concerning software and hardware operation for an organization or its customers.
Job Responsibilities
1. Offer Level 2 customer-centered technical support for the company’s desktop computing environment and corporate network, including supported hardware, Microsoft Office / Outlook and other business applications, and peripheral devices.
2. Ensure immediate and total restoration of services for all systems and services by promptly responding to users’ requests (including remote users) when they have an IT-related problem – proactively recognize the problem and implement needed solutions.
3. Provide support and maintenance for in-house computer systems, including diagnosis, upgrades, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstations.
4. Troubleshoot remote users’ issues by applying remote monitoring and management software.
5. Provide solutions to software, hardware, and system problems by researching problems, diagnosing, troubleshooting, and applying available information and resources.
6. Walk customers through established processes for solving problems over the phone or in person and utilize critical reasoning in solving the problem.
7. Remain in touch with a customer until their issues are totally resolved or request is completed.
8. Carry out root cause analysis and create new resolutions to problems that occur frequently.
9. Identify and correct problems by performing diagnostic reviews and developing error reports as requested.
10. Develop and maintain documentation for technology and business processes for end-user support.
11. Offer outstanding customer support and excellent communication.
12. Ensure a positive support experience for customers by exhibiting professional attitude and a welcoming approach.
13. Perform software upgrades for installed software when necessary and authorized, or request for new software.
14. Perform upgrades for desktops/laptops, tablets, mobile phones, and other devices.
15. Perform administrative duties, including scheduling equipment or laptop loaners, organizing shipments to remote sites, etc.
Skills
* Previous work experience in an IT environment supporting desktops, laptops, peripherals, and printers.
* Experience in a help desk setting.
* Proficient with tablet, desktop, Server Operating Systems, and all Microsoft applications.
* Knowledge of Wireless technologies and LAN.
* Knowledge of all Laptop hardware and Desktop types.
* Strong knowledge of various technical support concepts, procedures, and practices.
* Exceptional customer communication and interaction skills.
* Ability to work effectively with various organizational levels.
* Ability to manage multiple tasks simultaneously.
* Strong listening skills to understand end-user needs.
* Ability to work effectively in a fast-paced environment.
What We Offer
Join us and enjoy:
* A competitive remuneration package, commensurate with experience.
* Strong and supportive leadership.
* Multicultural and inclusive environment with a supportive work culture.
* Concrete growth opportunities, with internal promotions prioritized.
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