Italian Technical Mentor
Core
Independently resolve complex hardware and software customer issues, guide clients proactively, and mentor lower-level support roles.
Role type
Senior Technical Support Mentor (Hardware/Software)
Builds
Customer resolutions and process improvements for mission-critical support
Domain
IT Services / Technical Support
Deliverable
client delivery
Required skills
Computer Hardware, Computer Science, Desktop Support, Help Desk Support, IT Service Management, ServiceNow, Root Cause Analysis, Process Improvement
Preferred skills
Automation, Microsoft Office 365, Microsoft Windows 11, Operating Systems, Peripheral Devices, Issue Tracking, Agile Methodology, Printing knowledge
Technologies
ServiceNow, Microsoft Office 365, Microsoft Windows 11
Responsibilities
Address complex customer issues independently, resolve difficult technical problems related to hardware and software, provide comprehensive responses about services and products, guide customers proactively to prevent problems, establish trusted relationships within customer accounts, perform root cause analysis of outages, coordinate departmental work and lead complex requests, mentor lower-level roles to enhance organizational performance
Seniority
Senior, hands-on IC with mentorship responsibilities