Deskside Support Technician

Skill Set: Deskside Support Level 2 (DSS L2)

Position: Backfill (When the primary engineer is not available)

Language: English & Local Language (Both C1 Certified)

Location: Modena, Italy

Days per week: 1 day per week

Contract: B2B/Freelance

Note: "People from Milan, Parma, Bologna, Ferrara, Cremona & Piacenza can also apply"

Key Responsibilities:

1. Provided end-to-end technical support for desktop and laptop systems, including

troubleshooting hardware, software, and connectivity issues.

2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.

3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and

vendor-based hardware replacements.

4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket

resolution, and remote assistance.

5. Administered approved software installations, updates, and security patching in coordination

with IT policies.

6. Provided remote and deskside support using EUC tools and supported applications such as MS

Office, Outlook, and VPN clients.

7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy

enforcement.

8. Offered VIP support and acted as the primary onsite contact during critical escalations or

outages.

9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine

maintenance.

10. Assisted with Active Directory tasks, basic user account management, and smart hands support.

11. Maintained documentation of incident resolution, hardware inventory, and technical guides for

internal reference.

12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic

MAC device handling.

13. Followed ITIL practices for incident, problem, and service request management in corporate

environments

Note: "Freelancers are Preferred and with minimum B2 certified for the local language"