JOB

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Help Desk Specialist

We are looking for an ICT support specialist focused on Help Desk services in the MSP field.

 

  • Rieceiving and processing IT requests at the service desk (phone, email), including independent problem resolution in first-level support and further processing of more complex problems in second-level support.
  • Advising customers on the use of work equipment, remotely or on site.
  • Installation, maintenance, and support for PCs, notebooks, and peripherals.
  • Active participation in process optimization and quality improvement.
  • On-call service according to defined deployment plans.
  • Good technical knowledge of the English language.
  • At least 5 years of experience is required.

 

Soft Skills and Certifications

  • Communication: Ability to explain technical terms in simple terms to non-expert users.
  • Stress Management: Ability to manage requests in compliance with SLAs.
  • Collaboration: Ability to manage activities independently and as part of a team.
  • Education: Diploma or degree in ICT.
  • Preferential certifications:

 

We offer:

  • Exciting and diverse field of activity in a dynamic and growing organization.
  • Use of modern technologies and further opportunities for development.
  • Collaboration with a motivated and growing team.
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Service Manager

We are looking for a Service Manager with experience in the MSP context.

 

Key Responsibilities

Support Team Management: Daily coordination of technicians (L1, L2, L3), task assignment, and shift management.

Service Level Agreement (SLA): SConstant supervision to ensure that response and resolution times comply with customer contracts.

Escalation Management: Direct intervention in critical or complex cases that the support team is unable to resolve independently.

Process Optimization: Implementation of best practices (e.g., ITIL) to standardize incident/change process management.

Reporting e KPI: Performance analysis using PSA and RMM tools, with a focus on the profitability of technical hours.

 

Technical and Management Skills

  • MSP experience: Deep understanding of multi-tenant service delivery dynamics.
  • Soft Skill: Leadership, mentoring skills, and conflict management (both internal and with customers).
  • Strategic Vision: Ability to identify technological trends or recurring problems in order to propose updates and improvement projects.
  • Technical Framework: Solid systems foundation (Active Directory, Microsoft 365, Azure/AWS Cloud) to validate the team’s solutions.

 

Education: Bachelor’s degree in Computer Science or equivalent experience.

Certifications: ITIL Foundation/Expert, vendor certifications (Microsoft, Fortinet)

Good technical knowledge of the English language.

 

 

Offriamo:

  • Campo di attività entusiasmante e diversificato in un’organizzazione dinamica e in crescita
  • Utilizzo di tecnologie moderne e ulteriori opportunità di sviluppo
  • Collaborazione con un team motivato e in crescita