IT Support Technician

Title: IT Support Technician

Base: Zeeco's Lissone office, Milan area.

Introduction to Zeeco

Zeeco is a global leader in combustion and environmental solutions, renowned for our expertise in designing, engineering, and manufacturing advanced burners, incinerators, and environmental control systems. Serving a wide array of industries such as oil and gas, petrochemicals, and power generation, we deliver innovative technologies that enhance operational efficiency, safety, and environmental compliance. At Zeeco, we foster a dynamic work environment driven by a strong culture and supportive leadership that promotes growth and encourages new ideas. Our commitment to technical excellence and client-focused solutions ensures that every decision we make is geared towards providing personalized service and addressing complex challenges. We also prioritize our community, the environment, and each other, creating a team environment where excellence is not just a goal, but a way of life. Join us and contribute to our mission of driving sustainable performance across the globe.

About the role

• You will play a critical role in providing technical assistance and support to end-users within our organisation, ensuring they can work efficiently and effectively with minimal disruptions. Your primary responsibility will be to ensure the smooth operation of computer systems, software, and hardware by resolving technical issues and providing timely support. You will be the first point of contact for all IT-related inquiries and will be responsible for troubleshooting, diagnosing, and resolving a wide range of technical problems.

Main responsibilities

• Provide first-level technical support: Respond to incoming IT support requests via phone, email, or ticketing system and assist end-users face to face or over the phone with technical issues, including hardware, software, and network problems.
• Troubleshoot and diagnose issues: Identify and resolve technical problems by analysing symptoms, researching solutions, and utilising available resources. Provide step-by-step guidance to end-users to help them resolve their technical issues independently whenever possible.
• Escalate complex issues: Collaborate with senior IT staff or external vendors when issues require escalation or specialized expertise. Ensure timely and effective resolution of escalated cases by following up and providing regular updates to end-users.
• Maintain documentation ;Create and maintain accurate records of all support requests, incidents, and solutions provided.
• Install and configure hardware/software: Assist with the setup, installation, and configuration of computer systems, peripheral devices, software applications, and network components. Ensure compatibility, security, and optimal performance.
• User account management: Manage user accounts, including creation, modification, and termination, in accordance with established procedures and security guidelines.
• Adhere to IT policies and procedures: Follow established IT policies and security protocols, to ensure compliance and maintain a secure and reliable IT infrastructure.

About You

• One year's experience on an IT Support desk
• BTEC or qualification in IT
• Must have experience of working with and troubleshooting Windows 10 / 11 Desktop Operating systems and basic networking - TCP/IP, DNS, routers, switches, firewalls, VPN, Wireless technologies.
• Understanding of Office 365 Entra ID and Active Directory
• Can confidently diagnose hardware / software issues.
• Understands virtualization technologies.
• Strong problem solving and analytical skills.
• Must possess great customer service skills and the interpersonal skills to interact effectively with people inside and outside of the company.
• Attention to detail and commitment to maintaining accurate documentation.
• Confidence to work independently and prioritise tasks in a fast-paced environment.
• Must live within a one-hour commute to the Zeeco Italy office and be able to drive.