IT Support Specialist

QuickParts is actively recruiting for a new Desktop Support Professional to join our Service Desk Team in Pinerolo, Italy. This is a work from home opportunity that will also be required to perform on-site work as needed to QuickParts Regional sites in High Wycombe England, Le Mans France and Babenhausen Germany.

The Desktop Support Professional is tasked with resolving PC-related issues assigned via ticket and responsible to receive live hand off calls from Analysts or escalated tickets which require a deeper understanding of PC troubleshooting knowledge and/or higher priority requests such as “Owner escalations”.

This person is also responsible for going on-site, to multiple locations, and working with the end users to resolve tickets that have been escalated from the Service desk. This is a very well-rounded individual technically as they will handle break/fix tickets and project related tasks, while being able to provide exceptional customer service.

Essential Duties and Responsibilities:

• A high touch customer focused approach to IT Support Services.
• To work with our customers on their issues over the telephone, email or walk-ups.
• Diagnosis and troubleshooting issues for Windows and MacOS.
• Diagnosis and troubleshooting of networking issues, wired and wireless.
• Add/Move/Change User Accounts in Active Directory and Office 365.
• High touch communication with our customers is critical - keeping them informed of ticket progress, notifying them of impending changes or agreed outages.
• A willingness to engage with customers, at every level of technical ability, in addition understanding their business goals and help us enable them to succeed.

Additional Duties and Responsibilities:

• Provide exceptional services to increase customer satisfaction.
• Ability to work within a team and communicate effectively at all levels of the organization.
• To escalate and manage issues that cannot be completed within agreed service levels.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for full documentation of tasks, and meeting of commitments.
• Service awareness of all organization's key IT services for which support is being provided.
• Interact with vendors to support hardware and software.

Candidate Requirements include:

• 1-3 years of experience supporting an Active Directory environment.
• Microsoft or CompTIA technical certifications are a plus!
• Exceptional ability to research and troubleshoot technology problems
• Ability to prioritize and handle multiple tasks
• Excellent written and verbal skills
• A successful background check, drug screening and technical interview.

Education:

• High school or equivalent (Preferred)

Experience:

• Customer support: 3-5 year (Preferred)
• Windows: 3-5 year (Preferred)

Work Location: One location with  some travel other EU locations (France, England, Germany)