Italian speaking Technical Support

Job Description

one of the world's largest oil field services companies. The company provides products and services for oil well drilling, formation evaluation, completion, production, and reservoir consulting

Key Responsibilities

• Voice Call Handling: excellent knowledge of handing voice calls.
• Email Communication: professional email writing skills.
• Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.
• Exchange: Knowledge on functioning and configuration of Microsoft Exchange client. Messaging support for exchange.
• AD:  Knowledge on - Active directory, Proxy, DNS, Group Policy.
• Network: Knowledge on LAN setup, basic routing and switching, passive networking. 
• Desktop Security: Knowledge on Antivirus deployment and update, patch management, monitoring and reporting. 
• Desktop, Laptop, Handheld devices: Knowledge on build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.
• Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc
• Printers: Hands on experience on managing printers (Local & Network printers) Lexmark and HP Printers.
• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.
• ITIL: Knowledge of ITIL processes and procedures like Incident, Service request fulfilment, Change, Problem etc
• KM : Knowledge management understanding
• MS Office: Good / excellent knowledge for support of MS Office and standard softwa
• Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
• Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
• Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.
• Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team. 
• End user will be informed of the estimated time whereby his/her ticket will be attended to.
• Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.

Skills & Experiences

• Min SPM, High School Graduate, Diploma, IT education or comparable IT professional experience
• Italian - read/write/speaking skills