Information Technology Support Technician

Job Details:

Position: IT Support Technician L2 (On-site)

Role Type: Full-time

Working Days: 5 days in a week

Contract duration: Min 1 year (extendable)

Contract Type: Freelance / B2B contract

Project start date: As soon as possible

Experience Required: More than 10 years in same role.

Site Address: Rome, Italy. (On-Site)

Languages required: English (B2), Italian (B2 certified to C1)

Applicant should have Proper Working rights in Italy.

We are seeking a highly skilled Senior IT Deskside Support Engineer with 10+ years of hands-on experience in end-user support, IT infrastructure, and advanced troubleshooting. In this role, you will serve as a key technical contributor, ensuring smooth IT operations and delivering world-class support to our business teams, senior leadership, and clients.

Key Responsibilities:

• Deliver onsite 2nd line technical support for desktops, laptops, mobile devices, printers, telephony, and peripherals.
• Troubleshoot hardware, software, networking, and communication infrastructure issues with senior-level expertise.
• Provide VIP support , including video conferencing, webinars, and litigation/hearing setups.
• Lead and mentor junior desktop support analysts, fostering knowledge sharing and professional growth.
• Manage and document IT processes, asset lifecycle, and customer interactions in ITSM tools.
• Collaborate with global IT teams to improve local service delivery and incident resolution.
• Support Windows 10/11, Azure Virtual Desktop, Microsoft Suite, Document Management Systems, and telephony platforms.
• Oversee IT moves, installations, and upgrades, ensuring minimal downtime.
• Engage with vendors and partners for escalations, repairs, and system enhancements.
• Promote new technologies and support end-user training initiatives.

Key Requirements:

• 10+ years’ experience in IT Deskside/End-User Support roles within professional or global organizations.
• Strong expertise in Windows OS, Azure Virtual Desktop, Microsoft System Centre, and ITIL frameworks .
• Skilled in supporting mobile devices, telephony systems, wired & wireless networks (TCP/IP, VOIP, ISDN, etc.) .
• Proven ability to lead, mentor, and act as site point of contact for IT escalations.
• Excellent troubleshooting, problem-solving, and customer service skills with a proactive mindset.
• Strong communication skills with the ability to engage stakeholders and provide VIP-level support .
• Certifications such as ITIL, Microsoft, or Azure are highly desirable.