Description
IT Site Support Technician - Milan, Italy - Italian speaking - 3-4 months+
(1st Line Support, Fist Line Support, 2nd Line Support, Second Line Support)
One of our Blue Chip Clients is urgently looking for an IT Site Support Technician.
Please find some details below:
Consultant requirements description
The consultant will be part of the ITSS Milan Department and will report to Regional IT Manager Mid and South Europe
Job description
The consultant will handle:
- 1st level ticket reception and resolving
- Follow-up on incidents and requests, including actively calling people
- Translations from Italian to English and vice versa, according to the needs
- Translations of End User information into technical information and vice versa
- Capturing of improvement possibilities
- Remote connection to end user PCs in order to identify, classify or fix issues when required
- Keeping Asset Management and Documentation up to date
- Requests for approval and packaging of new software, according to the process, including the writing of installation documentation for the packaging team and the necessary chasing
- Handing out PCs, telephones and tablets to users and giving them basic training on how to use the standard tools
- Supplier manager of local Italian suppliers (cabling, HVAC, Telecom Italia, etc.). Things like ordering or goods receipts, checking the invoicing, etc.
- Scheduling non-urgent interventions with users as to minimize impact on their workload: eg restaging of a PC when they are in a meeting in Milan office (especially for those far away from Milan).
- Monitoring the health parameters of out of scope systems not covered by central IT (eg successful daily back-ups of the ERP system in Athens).
- Repatching of fixed telephones when users move and/or updating of the fixed phone system. Making sure that LAN and power cables on desks remain HESQ compliant.
- Assist users on preparing and doing video conference and online meetings, supporting them on using computer tools and meeting rooms equipment.
- Facilitating communication between users and 2nd line when a conference call is the only way to translate speak into something that a 2nd level engineer will understand.
- Hands and eyes for interventions in Ferrara and Ravenna if the need arises due to projects, holidays or illness of the dedicated ITSS
- Hands and eyes for interventions in Greece (Athens and Volos) and if the need arises, for the local warehouses spread around Italy (depending on SecurID VPN connections and with a big impact with the Connect machine remote update).
- Supporting the local implementation of ongoing and coming projects which require a strong involvement and managing in a local language with the users
Mandatory Fields
1. Fluency in English, spoken and written, including the ability to communicate clearly and concisely with non-technical, non-native/Fluent English speakers on IT related matters
2. Very good social skills. Able to train non-IT savvy users and write training material in Italian.
Ability to work, according to the processes, in an organised, methodical, structured and meticulous way and to improvise where necessary
Please send CV for full details and immediate interviews. We are a preferred supplier to the client.