Service Desk Specialist L2 support with Italian

Location: Sibiu
Key responsibilities:

• be assigned for one future-oriented, long-lasting and eminent client - an automobile manufacturer, an energy provider, a cosmetics company, a cell phone producer, an IT corporation, etc.;
• be responsible for a remote technical/administrative troubleshooting of the accounts, systems, applications, laptops, PCs, related equipment, networks of the employees of the client in one particular country;
• take full ownership of escalated tickets from 1st and 1.5-level analysts, ensuring detailed diagnostics and resolution for a wide array of corporate services;
• be a coordinator and active participant in the communication via phone, emails, chats, ticketing tool (ServiceNow) with the Client, professional technicians (L2 support),in enterprise tools (e.g. SAP Ariba, SAP Concur, VPNs, SSO, Active Directory, and M365);
• use advanced diagnostic tools, remote support utilities, and log analysis platforms to resolve cross-platform technical incidents;
• prioritise, triage, and resolve incidents in accordance with ITIL-aligned practices and within strict SLAs and KPIs;
• be a member of the international, dynamic and innovative company environment.

Requirements:

• speak and write in Italian and English fluently;
• handle phone calls, a necessity to reply to emails and give a useful guidance to the client;
• minimum 3 years of experience in a 2nd Line or advanced Service Desk role supporting enterprise-level IT systems;
• strong hands-on experience with Microsoft 365, Active Directory, VPNs, and remote access tools;
• Solid knowledge of ITIL processes (certification preferred);
• Experience supporting ERP systems;
• High proficiency with ticketing and monitoring platforms (e.g., ServiceNow, SolarWinds, or equivalent);
• Experience working in multilingual or international service environments.

We offer to the candidates:

• unlimited contract;
• language bonus;
• private medical insurance;
• Benefit platform.