IT Support Engineer L1 Italy 180

Join our vibrant team as a Level 1 Support Engineer! Your mission? To be the go-to person for users, tackling their software and system questions head-on. Dive into technical puzzles, ensuring every user query finds a solution. You’ll escalate the trickier stuff, all while dazzling users with your top-notch communication and knack for problem-solving. Let’s keep our customers smiling and SLAs in check, together!

1. Customer Support:

• Support and provide technical assistance for our users via our ticketing system
• Provide clear and concise instructions to users to help them navigate the software, resolve issues, and ensure compliance with relevant regulations while ensuring a positive user experience
• Identify and escalate complex or unresolved issues to senior support engineers or higher-level support teams following predefined escalation protocols

2. Technical Troubleshooting:

• Diagnose and resolve technical issues encountered by users, including software bugs, database connectivity problems, system performance-related concerns, as well as technical issues related to hardware, software, or network components
• Perform root cause analysis and troubleshoot system, software, or connectivity problems to determine the underlying cause and provide appropriate solutions

3. SLA Compliance. Ticket Management and Documentation:

• Manage and prioritize users’ issues to meet defined service level agreements (SLAs)
• Monitor and respond to users’ inquiries within designated time frames, ensuring timely resolution according to SLA commitments
• Document all interactions and resolutions using our ticketing system, maintaining accurate and up-to-date records of user support activities
• Monitor and manage open tickets, ensuring timely follow-up and closure of cases, meeting defined service level agreements
• Provide frequent updates to customers regarding the progress of their inquiries or issues

4. Customer Satisfaction and Continuous Improvement:

• Strive for high levels of customer satisfaction by addressing users’ concerns professionally, ensuring effective issue resolution, and maintaining a user-centric approach
• Gather customer feedback and insights to identify areas for improvement in the software, support processes, and overall customer experience
• Collaborate with cross-functional teams, including product development and quality assurance, to report and resolve software bugs or system issues