Technical Solutions Representative – Italian Speaker

About the role

This position independently handles complex customer issues, resolves intricate hardware and software problems, and provides comprehensive technical guidance. The representative proactively guides customers, maintains trusted relationships, and contributes to process improvements.

Key responsibilities

• Address and resolve complex technical problems for current and obsolete HP products, including warranty and mission‑critical support.
• Perform root‑cause analysis of outages and trends, delivering timely resolutions and feedback.
• Coordinate departmental work, identify improvement opportunities, and lead large‑scale functional projects.
• Mentor lower‑level support staff, sharing expertise to enhance overall performance.
• Proactively monitor systems, troubleshoot issues, and collaborate with senior engineers to develop recommendations.

Required profile

• Minimum 8 years of experience in remote or telephone technical support, preferably within technology or customer‑facing environments.
• Fluent in Italian with strong communication skills.
• High school diploma or equivalent; higher education or certifications are a plus.

Required skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Desktop Support
• Help Desk Support
• ITIL (Information Technology Infrastructure Library)
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers