Job Summary

This role is responsible for delivering advanced technical support for Windows environments, utilizing proficiency in both English and Italian to troubleshoot complex issues, perform root cause analysis, and drive high customer satisfaction. The individual provides expertise in managing escalated technical incidents, maintains security standards, and contributes to continuous improvement initiatives within the support function.

Key Responsibilities

1. Troubleshoot and resolve complex technical issues in Windows environments using advanced knowledge of OS tools and ITIL-based support practices, ensuring timely closure of escalated tickets.
2. Communicate technical solutions and guidance in both English and Italian to ensure clear customer understanding and positive feedback.
3. Perform root cause analysis on recurring incidents using diagnostic and monitoring tools, implementing effective solutions to prevent future occurrences.
4. Update and manage technical knowledge bases by documenting new solutions and best practices in both English and Italian.
5. Coach and mentor analysts and new team members on troubleshooting techniques and support processes within Windows-based systems.
6. Collaborate within the support team to maintain security compliance by identifying and mitigating potential threats during incident resolution.
7. Ensure high customer satisfaction by delivering First Call Resolution and minimizing ticket reopens or rejected resolutions.

Skill Requirements

1. Advanced Proficiency In Windows Os Administration, Troubleshooting, And Security Best Practices.
2. InDepth Understanding Of It Support Processes, Incident Management, And Root Cause Analysis.
3. Experience With Technical Knowledge Base Management And Process Documentation.
4. Solid ProblemSolving Skills And Ability To Coach Team Members In Technical Troubleshooting.

Other Requirements

1. Optional but valuable: Microsoft Certified: Windows Client, ITIL Foundation Certification