L2 Desktop Engineer

WE’RE HIRING AN L2 DESKTOP ENGINEER IN ITALY!

Excis is a global IT support leader, driven by innovation and collaboration. We’re looking for a proactive L2 Desktop Engineer to provide second-level local and remote desktop support, troubleshoot hardware and software issues, and deliver reliable technical assistance to end users. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day.

• Client in 190+ countries
• 6000+ Engineers
• 200+ Enterprise Clients

We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From resolving complex IT challenges to supporting users with their technology needs, we put our people first.

Start your journey with Excis and grow with us!

What You’ll Do:

• L2 Desktop Support: Provide second-level desktop support remotely and onsite, responding to end-user incidents and service requests and ensuring timely resolution of technical issues.
• Hardware, Software & Network Troubleshooting: Resolve hardware, software, and network issues involving Windows, MS Office, TCP/IP, DNS, DHCP, workstations, peripherals, and other authorized end-user devices.
• Ticket & SLA Management: Manage service tickets within agreed SLAs, ensuring accurate updates, appropriate prioritization, timely resolution, and proper escalation when required.
• Workstation Installation & Configuration: Install, configure, and maintain workstations and end-user devices, ensuring systems are properly set up and ready for business use.
• System Updates & Infrastructure Support: Support system updates, software installations, security patches, and basic infrastructure-related activities to maintain a stable and secure IT environment.
• Documentation & Knowledge Management: Document troubleshooting steps, solutions, and resolutions accurately and contribute to the IT knowledge base to support consistent service delivery.
• L3 Escalation: Identify and escalate complex or unresolved technical issues to L3 support teams, providing detailed troubleshooting information and relevant documentation to facilitate efficient resolution.

What You Need:

• IT Support Experience: Minimum of 1 year of experience in desktop support or IT helpdesk environments at L1/L2 level, with practical experience troubleshooting end-user technical issues.
• Desktop & Application Knowledge: Good working knowledge of Windows operating systems and MS Office applications, including installation, configuration, troubleshooting, and user support.
• Networking Knowledge: Basic knowledge of networking concepts and troubleshooting, including TCP/IP, DNS, and DHCP.
• Language Skills: Local language proficiency at C1 level or higher (certified) and English at B2 level or higher (certified).
• Work Authorization: Valid and unrestricted work authorization for Italy. Visa sponsorship is not provided.
• Onsite Availability: Willingness and ability to work 100% onsite at the designated client location in Italy.
• Availability: Immediate availability is preferred, or availability to start within a maximum of 2 weeks.

Why Join Us?

At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies.

Enjoy the opportunity to work with global clients, strengthen your technical expertise, and contribute to a worldwide IT support organization that values innovation, teamwork, and service excellence.

Ready to make a difference and grow your career? Apply now to join Excis in Italy and be at the forefront of IT support excellence!

1.1.2 Field Support Representative Level 2

· Job Description:

o Responsible for FS operation for more than one or more site

o Provide VIP Support and Team management

o Provide Install Move Add Change (IMAC), Break-Fix and end user support activities as required.

o Stage Build and Image systems with standard Client image (aka eCore).

o Complete special projects as requested by Customer.

o Provides technical training to more junior employees.

o Perform data collection/preservation activities as they relate to migrations and/or eDiscovery.

o Where required, provide support for the Manufacturing "Shop Floor'' handhelds, laptops and scanner devices.

· Job Qualifications:

o Strong Communication Skills.

o Strong Analytic/Troubleshooting Skills.

o Strong understanding of MS Windows Operating Systems.

o Strong working knowledge of MS Office and basic business application.

o Strong Customer Support Skills.

o Minimum 2 - 5 years desk side support services.

o A+, MCP, MCSE or equivalent certification or comparable experience desired.

o Basic knowledge of networks, telecom, and compute/storage.

o Good knowledge of MacOS & iOS environment & administration.

o Good understanding of the MacOS imaging & end-point deployment process.

o Basic understanding of policy, user certificates and keychains design, management and deployment.

o Advanced knowledge of mobile device support