Job Summary

The Sr Engineer for Support & Operations plays a vital role in maintaining and enhancing Microsoft VDI solutions and Remote Desktop Services. This position is responsible for troubleshooting, providing client support, and ensuring the delivery of high-quality code and services that meet business requirements while adhering to defined timelines and quality standards.

Key Responsibilities

1. Maintain And Troubleshoot Existing Microsoft Vdi Solutions And Rdsh Environments, Resolving Bugs And Supporting Both Major And Minor Enhancements Based On Client And Business Requirements.
2. Provide Client Support By Monitoring Service Requests, Resolving Tickets, And Ensuring Timely Communication Of Updates, While Adhering To Defined Quality Standards For Service Delivery.
3. Create And Maintain Documentation For Enhancements And Compliance With Cmmi Standards, Ensuring Alignment With Client Requirements And Internal Processes.
4. Offer Technical Guidance And Support To Junior Developers, Fostering A Collaborative Environment And Promoting Best Practices In Microsoft Vdi Solutions.

Skill Requirements

1. Proficient In Microsoft Vdi Solutions And Rdsh With A Strong Understanding Of Related Technologies.
2. Familiarity With Touch Services And Video/Telepresence Tools.
3. Basic Knowledge Of Software Development Principles And Best Practices.
4. Strong Analytical And Problem-Solving Skills To Address Client Issues Effectively.

Other Requirements

Strong verbal and written communication skills in Italian and English; Italian language proficiency at B2/C1 level or equivalent is preferred. • Good understanding of IT service desk operations, incident management, service request management, escalation management, and SLA-driven support. • Working knowledge of Windows operating systems, Microsoft 365 applications, Outlook, Teams, OneDrive, browsers, VPN, printers, endpoint devices, and basic networking concepts. • Ability to troubleshoot common end-user computing issues using remote support tools, knowledge articles, and structured diagnostic steps. • Experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or equivalent ticketing platforms. • Basic understanding of Active Directory, password reset processes, account lockouts, group membership validation, and access request workflows. • Good customer handling skills with the ability to communicate technical information clearly to non-technical users. • Strong analytical thinking, attention to detail, ownership mindset, and ability to manage multiple tickets in a high-volume support environment. • Ability to follow defined processes, scripts, compliance checks, and security procedures without deviation. • Familiarity with ITIL concepts such as incident, request, problem, change, knowledge, and major incident management is desirable. 1. Optional But Valuable Certifications: Microsoft Certified: Azure Virtual Desktop Specialty, Itil Foundation Certificate In It Service Management