Italian Technical Mentor

About the role

The Italian Technical Mentor is responsible for independently handling complex customer issues, resolving intricate hardware and software problems, and providing comprehensive technical responses. The role also guides customers proactively, mentors lower‑level staff and contributes to process improvements.

Key responsibilities

• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult technical problems related to hardware and software through customer interactions and proactive notifications.
• Provides comprehensive responses about services, products, specifications, repairs and warranty coverage.
• Guides customers proactively to mitigate problems and participates in process‑improvement initiatives.
• Establishes and maintains trusted relationships within customer accounts across technical users.
• Performs root‑cause analysis of outages and trends to deliver timely resolutions.
• Coordinates departmental work, identifies improvement opportunities and ensures effective business controls.
• Leads and assigns responsibilities for complex requests, contributing innovative concepts and implementing changes.

Required profile

• High School Diploma or equivalent, typically with 2+ years of related experience in remote or telephone support.
• Fluent in Italian with good English proficiency.
• Ability to work independently on highly complex assignments and mentor lower‑level roles.

Required skills

• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Printing knowledge
• Information Technology Infrastructure Library (ITIL)
• Issue Tracking
• IT Service Management (ITSM)
• Microsoft Office 365
• Microsoft Windows 11 Operating Systems
• Peripheral Devices
• ServiceNow
• Technical Support