Job Summary

This role is responsible for providing technical support and troubleshooting for Windows environments, utilizing both Italian and English language skills to address user issues independently. The position ensures prompt issue resolution, maintains service quality, and enhances user satisfaction through root cause analysis and proactive support activities.

Key Responsibilities

1. Resolve user tickets in Italian and English using Windows troubleshooting tools, ensuring adherence to agreed service level agreements.
2. Perform root cause analysis on recurring Windows system issues and document solutions in the knowledge base.
3. Provide on-call technical support for escalated incidents in Windows environments, ensuring issues are addressed promptly.
4. Update and maintain support documentation in both Italian and English, enhancing the accuracy and availability of technical resources.
5. Coach team members and contribute to training sessions by sharing expertise in Windows troubleshooting and bilingual communication best practices.
6. Ensure customer satisfaction by delivering first-call resolutions and minimizing ticket reopens through effective problem-solving.

Skill Requirements

1. Solid Understanding Of Windows Operating Systems, User Account Management, And Troubleshooting Tools.
2. Ability To Independently Resolve Moderately Complex Issues On Windows Platforms.
3. Experience With Ticketing Systems And Documentation Tools.
4. Strong Analytical And ProblemSolving Skills For Root Cause Identification.
5. Good Organizational Skills For Knowledge Base Management And Process Improvement.

Other Requirements

1. Microsoft Certified: Windows Client (optional but valuable)
2. ITIL Foundation Certification (optional but valuable