We are seeking a mid-level IT Support professional to provide technical assistance and support to staff in our European offices, with a focus on desktop support and production applications. This individual will be based out of Milan, Italy, and also provide backup remote support for our other offices in Asia Pacific, North America, and Latin America.
Key Objectives
* Provide first-level support and escalation for LHW-based systems, including Salesforce, Office 365, and NetSuite.
* Act as the main point of contact for all management and support issues related to the helpdesk operation.
* Provide business users with day-to-day technical assistance to optimize the use of key business platforms and troubleshoot issues.
Responsibilities
* Act as primary point of entry and communication with end-users from assignment to resolution of functional and technical issues/inquiries on supported hardware and software.
* Provide end-users and offices with on-site and remote support for the installation, configuration, and problem resolution of desktops, laptops, mobile devices, desk phones, printers, and audio/video equipment.
* Maintain ticketing system, including assigning tickets to self or specialized support teams when needed, and maintaining service logs.
* Determine most cost-effective ways to resolve issues and minimize time to resolution.
* Ensure operating systems are patched and meet security requirements.
* Maintain user accounts in Active Directory and Exchange.
* Help provision and maintain Windows and Apple computers.
* Maintain equipment and software license inventory enterprise-wide.
* Adhere to global standards and policies.
* Assist in onboarding and terminating employees.
* Assist in the maintenance of various infrastructure technologies under the guidance of the Head of Global Infrastructure.
Requirements
* University degree in Computer Science, Information Systems, or equivalent certifications and experience.
* 5+ years of experience in an IT support or similar role in a medium to large organization.
* 5+ years of experience with Active Directory and Exchange Server or Office 365.
* 3+ years of Windows Server administration.
* 3+ years of experience configuring and maintaining routers, switches, firewalls, and wireless access points.
Desirable Skills
* Knowledge of Salesforce.
* Experience with Cisco Meraki.
* Knowledge of cloud environments.
* Knowledge of virtual environments.
Additional Requirements
This role may require up to 25% travel to support our offices across Europe and to visit the NYC office.