IT Field Support Engineer (Italy)

JOB DESCRIPTION- IT Field Support Engineer - Italy

The IT Field Support Engineer will be responsible for day-to-day technical operations, with the purpose of offering technical support and guidance through facilitation of resolution of any incoming IT requests or queries from Carmeuse employees. Considered the IT Operations Services delivery representant (SPOC) for their associated geographical region. The position will have regional management responsibility as part of a global strategy.

RESPONSIBILITIES:

IT Operations

• Drive & lead the day-to-day IT operations activities related to your assigned geographical area.
• Assess, diagnose, and troubleshoot any IT issue or request raised.
• Perform any IT operational activity required to support, solve, or facilitate resolution of any IT-related malfunction of the systems, platforms, or processes.
• Ensure Carmeuse IT Systems and Platforms are up and running in a timely manner, through proper coordination of the activities and collaboration with the IT Service Desk team and other support groups.
• Ensure adequate and proper usage of ITSM platform, which will enable proper tracking and reporting on IT operational performance.
• Document properly any IT solution encountered or offered on the IT Knowledge Database (KB) platform / repository.
• Offer support and guidance to users on how to use IT Systems and/or solve any IT related issues or questions.
• Have a proactive approach towards IT operations effectiveness, by identifying observations, raising risks (whenever the case) and proposing ideas/solutions for improvement.
• Build Business relationships with related functional area within Carmeuse.
• Support any external partners or 3rd parties, which are or will be delivering IT Services to Carmeuse.
• Have an active role in the standardization of processes and ways of working (at a global level) by partnering with the other IT Field Support Engineer and IT Leadership.
• Involved and/or coordinate any IT Service Management related activities.
• Perform IT Communications within IT area and at company level, having previous alignment with IT / Business Leadership and/or stakeholders (e.g., IT Outages, IT Changes etc.) User (Employee) Experience Activities.
• Facilitate collaboration between IT or non-IT Support Groups, through engaging the proper stakeholders each time is needed, based on IT & Business needs.

User (Employee) Experience Activities

• Ensure tickets are solved within Business agreed SLAs & KPIs.
• Ensure excellent, efficient, and effective user experience, at every interaction with IT.
• Ensure and own end-to-end resolution of IT cases within agreed SLAs & KPIs, through engaging, coordinating and/or performing the necessary actions.
• Partner with business (e.g., HR, Employee Experience etc.) to support, help and/or co-create best-in-class IT user journeys.
• Represent IT within your area by constantly engaging with regional stakeholders, through predefined and ad-hoc discussions (governance framework). Gather feedback from users regarding improvement ideas for IT operations processes and user experience interactions.

Field Services Activities

• Based on IT and Business needs, offer physical presence, and perform any IT related activities on different Carmeuse locations (based on the region the technician is activating), with prior agreement of when the activities can be performed.
• Represent and be the face of IT in our Carmeuse locations (based on the region the technician is activating).
• Support regional & global activities to instruct and train user community on any related IT concepts, IT systems and usage of IT tools & equipment.

REQUIREMENTS:

• Excellent levels customer handling skills.
• High levels of empathy towards the user ("walk in the user's shoes").
• Time Management.
• Teamwork & Work Ethic.
• Critical Thinking & Problem-Solving.
• Technical Writing.
• Organized and structured way of working.
• Curiosity & Avid Learner.
• Good (towards Very Good) understanding of generic IT concepts (Networking, Cloud Computing, Infrastructure, Security etc.). At least two (2) years of relative working experience required; three (3) years preferred.
• Basic understanding of Business Operations (OT) concepts.
• Understanding of ITSM Framework (ITIL). ITIL Foundations certified preferred.
• Basic understanding of UX field & concepts.
• Bachelor's degree in Business, Information Technology, a related field, or equivalent work experience.
• Speak Italian (min. C1 or Native); Fluent in English (written & spoken).
• Open to related travel (+/- 35%).