Senior IT Analyst with Italian and English

Work mode: Hybrid — minimum 3 times per week in the office

Work shift: Normal working hours

Overview of the Role

As a Technical Support Agent (Italian-Speaking), you will provide seamless IT support for clients’ end users. Your troubleshooting, problem-solving, and customer engagement will help maintain productivity and satisfaction for Italian-speaking customers.

Detailed Responsibilities

• Provide hardware, software, and network troubleshooting and resolution support to end users via telephone.
• Address helpdesk queries, perform equipment configuration, backup maintenance, and software installation/de-installation.
• Identify, research, and resolve technical issues, guiding clients through corrective steps to restore functionality.
• Route complex problems to the appropriate internal support teams and coordinate escalations as needed.
• Manage relationships with technology vendors and collaborate with internal support staff to leverage shared technical knowledge.
• Administer and manage user access across various systems to ensure proper authorization and security.
• Accurately document support activities, problem resolutions, and work requests using the Call Tracking System.
• Support and adhere to established ITIL processes and operational standards.

Skill Requirements

• Italian proficiency at minimum C1 level and English proficiency at minimum B2 level, with excellent verbal and written communication skills.
• Customer-handling ability, resourcefulness, and adaptability in dynamic scenarios.
• Strong working knowledge of Windows operating systems, MS Office, internet browsers, antivirus and firewall software, and basic PC hardware.
• Understanding of IT environments and willingness to learn new technologies and processes.
• Familiarity with user access management and standard IT support workflows.

Nice to Have

• ITIL certification or practical knowledge of ITIL frameworks.
• Previous experience in a technical support or helpdesk environment.
• Additional language skills.

What We Offer

• Life insurance
• Private medical care
• MultiSport Card
• Subsidies for glasses
• Subsidies for language courses
• Christmas and holiday bonuses