IT Engineers (9 Engineers)

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TVS SCS RICO Italia fa parte di una multinazionale specializzata nella fornitura di un'ampia gamma di servizi tecnologici in tutta Europa, tra cui Break & Fix, IMAC, Service Desk, Progetti e Rollout, Help Desk, End User Computer e Supporto Deskside. L'azienda si avvale di professionisti esperti che si dedicano alla fornitura di soluzioni IT di livello mondiale.

TVS SCS è alla ricerca di 9 Tecnici/Sistemisti IT da inserire nel proprio team di Milano.

Avrai l'opportunità di contribuire ad un ambiente che promuove l'innovazione e la crescita. Questa posizione richiede una profonda conoscenza della tecnologia e della sua applicazione nella risoluzione di problemi aziendali.

Se stai cercando un ruolo stimolante, che offra interessanti opportunità di crescita professionale, questa potrebbe essere la posizione perfetta per te.

Tasks

La descrizione dei compiti viene fornita in lingua inglese per essere meglio aderente alle richieste della posizione lavorativa.

Nel testo che segue i termini Technician o Engineer sono da considerarsi equivalenti a Tecnici/Sistemisti IT.

Dedicated onsite IT Engineers - Level 1 and Level 2 -

The Desktop Technician will provide day to day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system.

Ideal candidate should have 1-2 years' experience for the Level 1 engineer, and 2-3 years for the Level 2 engineer.

The Technician will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts.

This is a customer facing role.

Main Responsibilities include:

• Creating and documenting knowledge articles for the KMDB & runbook updates.
• Monitor Service Desk queues and act on the tickets, closing and re-routing as required to 2nd or 3rd level teams.
• Provides Incident support and resolution via Ticketing Tool.
• Device Break Fix, Fault Diagnosis, Repairs, Assistance for warranty repairs.
• Placing device Image build on to new devices or rebuilds as required.
• Support & resolve with image issues e.g. SCCM.
• Support & fault analysis to customer's various core OS e.g. MS operating systems; Apple is a great plus.
• Supporting common of the shelf applications support such as Outlook, MS Office etc.
• Smart Hands Eyes and Feet as Directed from Third party towers such as Networks, Server, telecoms, AV teams etc.
• Intermediate level of understanding of Active directory to provide access to groups, files shares.
• Intermediate level of server and network support knowledge.
• Basic understanding of DNS, DHCP, TCP/IP.
• Ability to be able to connect a laptop to a switch console port and initiate a Putty/ Hyper terminal link to allow the network team to work on a no accessible switch.
• Support to the Network AP in a normal office environment. Re-configure AP points with Network team instructions.
• Manage local stock and audits. Alerting management when to re-order if a trigger point is reached.
• Ensuring the Asset Management DB is updated with all changes as Devices pass through their hands.
• 1st line for Mobile telephony issues to look for simple resolutions and support as possible. Vendor coordination where required.
• 1st line for iPad/Mac/Notebook/Tablet issues to look for simple resolutions and support as possible. Vendor coordination where required.
• Printer support at 1st level. Check for printer Jams, problems in print queues, replace toner if no local person can do so. Help with printer set up and configurations. Coordinate with manager / vendor when a 2nd / 3rd line is required from OEM and or Contract company supporting.
• Meeting room scheduled checks; Meeting room support in case of user issues. Spares replacement for simple issues such as phone swap, wireless issues, Cable issues and general usage ability.
• AV support as smart hands to work with vendors on issues.
• To provide infrastructure administration functions.
• Being prepared to work out of hours when required and to provide out of hours on-call support cover as required.
• Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information.
• Performing asset inventory and warehousing activities as needed.
• Works with procurement staff to purchase hardware and software.
• Ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
• MDM client install, setup.
• Use of SCCM (or similar tools) for image installations and SW installations.
• The technician must be able to communicate both in local language and English, written and verbal.

Additional tasks for Level 2 IT Engineers will also include:

• Working with VIP.
• To communicate clearly technical issues in easy-to-understand terms.
• Responsability to mentor less experienced technicians onsite or remotely.
• Some travel between local offices may be required.
• Support other technicians as required.
• Familiarity with using a ticket management tool e.g. Service Now.
• Good understanding of DNS, DHCP, TCP/IP.
• Trouble shooting and resolving local device network connectivity issues, good understanding of usage of network testing tools for cables as Fluke meter (Copper testing), Light Power meter (Fibre) and Visual Light source tool (Fibre).

Requirements

Technical Skills for both roles:

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office.
• Administration experience of MS Active Directory users & groups, policies and management concepts.
• Understanding of IP telephony concepts and technology.
• Ability to execute basic troubleshooting and IMAC activities on IP Phone as Cisco, desk phones and softphones.
• Understanding of networking tasks e.g. Rack and Stack devices into a cabinet, Copper and Fiber cable testing abilities, Patching, Consol cable connection to a switch and sharing to NOC team via putty session.

Technical Skills / Business Skills / Soft Skills for Level 2

• Management of the team of L1 resources.
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive.
• A self-starter with ability to work on their own initiative.
• To work through issues analytically to a successful conclusion.
• Ability of working in and managing a geographically and culturally diverse team.
• A proven capacity to lead others, mentor and train others in related deliverable IT in scope areas.
• Analytical mind set to approach new tasks and create resolutio, document this and share to the team.

Language Skills:

• Fluency in Italian (native level).
• Effective English written and verbal is important to communicate with central teams.

Desired Experience:

• At least 1-2 years (for Level 1) and 2-3 years (for Level 2) of experience in the field or in a related area required.
• Prior experience on Desktops, Workstations, Notebooks, Tablets, Smartphones, Smart devices and Printers.
• Collaboration experience, including remote control of PCs and video conferencing knowledge.
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects/upgrades (workstations).
• Strong Microsoft Office skills (Outlook, Word, PowerPoint and Excel) / O365, and understanding of Outlook's calendaring tool.
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies.
• Desired but not mandatory: Strong Mac OS skills with at least 2-3 years of experience in supporting Mac OS devices.
• Experience with doing hands and feet network testing and patching.
• Basic (hands-on) knowledge and experience of Cisco CUCM configuration (user creation, user deletion, user modification).
• Strong customer service skills.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
• Must be detail oriented and self-motivating.
• High level of Confidentiality, good sense of Privacy/Secrecy.
• Extremely good customer relationship management skills.
• Experience in VIP service is desirable.

Benefits

• Corporate welfare
• Electronic meal voucher card
• Continuous and personalized learning path, through access to e-Learning platforms.
• We offer: 1 year fixed-term contract, with the possibility of transformation to permanent.
• Framework: metalworkers' national collective labor agreement.
• RAL and contractual level commensurate with actual experience in the role.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

Professional Services

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