IT Field Support Specialist

IT Field Support Specialist
 

Duties & Responsibilities

• On-site Technical Support (Incidents and Requests):
  • Provide hands-on technical support for desktops, laptops, printers, and peripherals.
  • Swiftly troubleshoot and resolve hardware and software issues.
  • Execute installation, configuration, and upgrades of computer systems and software.
• User Assistance:
  • Assist end-users with IT-related problems and inquiries.
  • Conduct user training sessions on fundamental software and hardware usage.
  • Ensure a positive customer experience through effective communication and timely problem resolution.
• Network Support:
  • Collaborate with network administrators to guarantee uninterrupted connectivity.
  • Assist in the setup and maintenance of local area networks (LANs).
• Documentation:
  • Maintain meticulous records of support activities, including resolutions and equipment inventory.
  • Document common issues and resolutions to facilitate knowledge sharing.
• Hardware and Software Maintenance:
  • Execute routine hardware and software maintenance tasks.
  • Coordinate with vendors for hardware repairs and replacements.
• Security Compliance:
  • Enforce and uphold IT security policies.
  • Ensure the currency of antivirus and security software.
• Incident and Service Request Processing:
• • Process incidents and service requests from the 1st Level Queue within the SLA definition.
  • Act as a single point of contact in the Virtual Service Desk, identifying, logging, categorizing, prioritizing, resolving, and escalating as necessary.
• Identify problematic areas and implement effective solutions in accordance with defined service levels.
• Contribute to and build a knowledge base in the ITSM tool.
• Facilitate knowledge transfer within the entire 1st Level organization.
• Participate in project activities related to the defined function scope.
• Provide standard IT services needed by Operational Technology (OT) and offer troubleshooting assistance.
• Establish strong alignment and cooperation with the Regional and Global Service Desk.
• Engage in hands-on activities for 2nd and 3rd Level support.

Required skills & expertise 

• Minimum 3 years of experience in IT
• Good Understanding of Incident Management tools
• Moderate on-site troubleshooting
• Proficient hardware maintenance
• Assists in deployment projects
• Ability to work and communicate with our end-users
• Ability to interact with an international IT organization
• This position involves regular travel to company sites within the designated area.
• Availability for occasional evening or weekend support may be required.
• Ability to handle multiple demands and competing priorities
• Excellent collaboration, interpersonal and customer service skills
• Fluency in Italian, both written and spoken
• English (Level C1)
• Ability to work under pressure
• Good understanding of IT processes

About Oerlikon

Oerlikon is a global innovation powerhouse for surface engineering, polymer processing and additive manufacturing in key industries such as aerospace, automotive, energy, tooling and textiles. We serve as a key partner in enabling our customers to reach their targets for optimizing the performance, function and sustainability of their products and manufacturing processes. 
Our solutions reduce emissions in transportation, maximize longevity and performance of tools, increase energy efficiency and advance intelligent material and sustainable polymer processing. These achievements are proven hallmarks of our global leadership. 

We at Oerlikon embrace diversity. This is reflected in more than 13,800 employees, representing over 93 nationalities and our presence in more than 38 countries and 207 locations worldwide.

Learn more about Oerlikon: 
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https://www.oerlikon.com/en/brands/

About Oerlikon Luxury

Oerlikon Luxury, the business unit part of Oerlikon’s Surface Solutions division, is a global leader for the production of metallic parts for the fashion luxury industry. The business unit is an expression of Riri technologies and expertise through the specificities of two brands: Oerlikon Riri, which includes zippers and buttons branded Riri and Cobrax respectively, and Oerlikon Fineparts, which presents a combined offer with regard to metal components and fashion jewels, bringing together the companies from Tuscany recently acquired by Riri (Amom, DMC and CMH) and the French company Coeurdor.

Oerlikon Luxury, headquartered in Mendrisio (CH) counts approximately 1500 employees in 12 sites located in Italy, Switzerland, France and Portugal as well as sales offices in New York, Paris and Shanghai.