Field Service Support Technician Apply locations: Italy - Gallarate Time type: Full time Posted on: Posted 3 Days Ago Time left to apply: End Date: April 25, 2025 (30 days left to apply) Job requisition id: JR0004526 Main duties and responsibilities Deployment/Migration/Maintenance/Support of decentralized IT solutions Hotline for Customers Provisioning for TFS solutions DCC application deployment and management Perform the local “user acceptance test” for solutions Provide first level support for standalone issuing solutions and handle given task related to all issuing solutions implementation and maintenance Assist the incident resolution process at location with on-site staff Ensure IMACD (Installation, Move, Add, Change and Disposal) of decentralized IT incidents not directly handled by the Service Center Accept, coordinate and prioritize all “customer” requests related to decentralize IT Ensure correct and timely ticket handling (initiate, track update and close ticket) Ensure diagnostic, classification, fault isolation of incidents and assess priority and severity Coordinate incident resolution across second and third level Assist in root cause analysis Ensure that all internal and external SLA and OLA terms and conditions are met Keep desktop engineering up to date Stay up to date with the current and upcoming technologies Ensure the fast restore of service across all IT systems by identifying and implementing fixes or workarounds Write and improve knowledgebase pages for employees (incl. manuals and FAQs) Perform network and system changes together or after preparation with second level support teams Prepare specifications, installation and testing of computer systems and peripherals within established guidelines Contribute to audits Perform regular review Contribute to workflow optimizations and service catalogue setup Relates and cooperates mainly with Line manager Technology teams Local Commercial teams Partner Manager Product TFS Background and Education Excellent analytical and problem-solving skills Customer service oriented, with operational “hands-on” attitude High quality standards, accuracy and risk awareness Excellent communication skills, especially within a multicultural global organization Independent, goal-oriented and self-motivating personality Organizational skills and the ability to prioritize workload Some understanding of the ITIL v3 ITSM best practice guidelines (ITIL foundation certification is a plus) Specific skills and knowledge Minimum 2-3 years of practical experience working with IT systems Knowledge and experience in EFT terminal systems Technical skills (1 year or more in one of below areas): Windows, Android, Apple products Office package Networking and telecommunications (WLAN, LAN, VOIP, LTE) Italian native language Good English language skills (oral and written) and be able to communicate in written English with clients and customers. J-18808-Ljbffr