IT Support Specialist (Help Desk)

Role Summary

Job Description At least 3 years in IT Support / Help Desk

We are looking for an IT Support Specialist to become the IT point of reference for our Italian headquarters. It is an operational and at the same time supervisory role: you ensure that people's work tools work, you manage tickets and devices and you are the person the Italian team turns to when something goes wrong.

The position is based in Milan (on site, with flexibility to be agreed), with a permanent, full-time contract. The role is part of IT Support Italy, in close liaison with the IT team in Germany.

We are looking for a profile with at least 3 years in IT Support / Help Desk, Italian C1 and English B2.

Compared to a junior profile, here we expect full autonomy, the ability to take charge of a problem from start to finish and to improve processes instead of just executing them. You work closely with the IT team in Germany, bringing the voice of the Italian headquarters into technical choices.

A typical day may mean clearing the ticket queue on Jira, preparing the devices for three new entries, sorting out a group's policies, solving a network problem in the meeting room before an important call and, in parallel, carrying out the workstation standardization project.

Responsibilities

User support

• Independently manage tickets on Jira: taking charge, priority, resolution and compliance with the agreed SLAs.
• Provide first and second level support to the Italian team on hardware, software and connectivity, in Italian and English.
• Diagnose and resolve problems on devices and peripherals (notebooks, webcams, microphones, printers, meeting rooms and video conferencing systems).
• Manage escalations to the IT team in Germany and to external suppliers, following them up to closure.

Devices, identity and security

• Manage the life cycle of devices: purchase, configuration, inventory, replacement and disposal.
• Administer users, groups, policies and devices via Microsoft Intune / Endpoint Manager and Entra ID (Azure AD).
• Take care of technical onboarding and offboarding: workstation ready on the first day, correct accounts and permissions, timely revocation on exits.
• Apply security measures and company policies (MFA, encryption, updates, access management) and report anomalies.

Protection and improvement

• Be the IT contact of the Italian headquarters: network, connectivity, workstations and meeting rooms always functioning.
• Write and maintain updated technical documentation and knowledge base, reducing recurring tickets.
• Propose and carry out small improvement projects (standardization of configurations, automation, self-service for users).
• Collaborate cross-functionally with teams in Italy and Germany on IT projects that affect the Italian headquarters.

Requirements

• At least 3 years of experience in a first and second level IT Support, Help Desk or System Administrator role.
• Real autonomy in diagnosing and solving problems, without the need for supervision on ordinary activities.
• Consolidated experience with a ticketing system (Jira or equivalent) and habit of working by priority and SLA.
• Italian C1 and minimum English B2: English is the working language with the team in Germany.
• Excellent interpersonal skills and service orientation: you know how to explain things in a simple way to non-technical people.
• Precision, order and ability to document what you do.

Technical skills

• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive): day-to-day administration, not just usage.
• Microsoft Intune / Endpoint Manager: management of devices, groups, policies and application distribution.
• Log in ID (Azure AD) and Active Directory: users, groups, permissions, MFA.
• Hardware troubleshooting on notebooks, peripherals and videoconferencing systems.
• Solid networking knowledge: LAN and Wi-Fi, VPN, DNS, DHCP, network printing.
• Good familiarity with the AI tools in use in the company (e.g. OpenAI, Anthropic) applied to daily work.

Nice to have

• Experience in start-ups or in fast-growing international environments.
• Microsoft certifications (e.g. MD-102, AZ-104) or equivalent.
• Scripting experience to automate repetitive tasks (PowerShell).
• Knowledge of Airtable and internal process automation tools.
• Experience in managing IT suppliers and controlling related supplies.

Benefits

• Full-time permanent contract, CCNL Tertiary Distribution and Services, based in Milan.
• RAL indicative between 27,000 and 32,000 euros, commensurate with actual experience and technical skills.
• IT reference role for the Italian headquarters, with direct visibility on the international IT team.
• Budget and time dedicated to training and technical certifications.
• Dynamic and international start-up environment, with teams in Italy and Germany.
• Modern work tools and real possibility of influencing processes, not just executing them.

Salary: ALL 770K • Offers Bonus • 1k all bonus gross/year, increase salary available based on seniority