Our client whose HO is UK based (18 years in operations) and who are placed across 4 continents, over 130 countries and who focus primarily on supporting hard to reach mid-market businesses are recruiting for an ITALIAN 1st line SUPPORT ENGINEER. They blend cloud and localised infrastructure solutions with an extensive range of support services for every technology need.

The 1stline IT Support will form part of a dynamic team of 1st, 2nd and 3rd line engineers based in Cape Town, delivering SLA-backed services remotely as part of our technical support offering. Due to continued growth, we are investing further in this global division. Reporting to the Service Desk Team Leader, this role requires a proactive, collaborative team member who is very strong technically and able to work European standard office hours, as per customer requirements. The candidate might be required to form part of a 24x7x365 on-call rota after successful completion of probation and training.

Key Accountabilities

? Logging and progressing services desk support tickets (incidents, service requests & changes) through our MSP systems
? Provide remote 1st/2nd line technical IT support
? Troubleshoot and resolve hardware and software related incidents based on Microsoft systems.
? Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with contracted SLAs
? Take ownership of incidents and manage through to resolution where possible
? Attend to pro- and reactive monitoring alerts in order to ensure minimum disruption to customers
? Meet client expectations in terms of quality of work and delivery to deadlines
? Action customer enquiries effectively in a timely fashion as per prescribed SLA
? Follow-up activities to resolution and to customer satisfaction
? Produce information reports upon request
? Build and maintain our reputation & customer relationships

Candidate Requirements

? NATIVE ITALIAN & FLUENT IN ENGLISH
? Proficiency in any other additional European based language(s) will be advantageous
? Excellent communication and interpersonal skills
? Very strong technical understanding of current industry-leading technologies
? Customer relations skills; ability to understand and comprehend customer concerns and requirements
? A desire for continuous learning and career development
? Ability to work in, and as part of a team
? SA citizen, permanent resident or right to employment in South Africa (Work Visa)
? Driver’s license and/or access to transport during unsociable hours (Hours primarily 10am-7pm)with option to sign in from home 1-2 days for work from home

Required Skills & Experience

? Matric or equivalent secondary education
? 2+ years’ experience in an IT Service Desk environment providing 1st/2nd line support
? 2+ years’ experience supporting Microsoft Systems; Desktop, Server, Office, etc
? 2+ years exposure to basic TCP/IP, LAN, WAN, SSL VPN troubleshooting
? Exposure to HP & Dell hardware technologies