IT Desktop Support Engineer – Milan

About the role

The IT Desktop Support Engineer will provide on‑site technical assistance for end‑user computing devices, ensuring high‑quality service for office staff in Milan. The role involves resolving incidents, handling requests, and supporting hardware, software, and mobile devices.

Key responsibilities

• Provide first‑line support for laptops, desktops, printers and mobile devices (iPhone, iPad, Android).
• Manage incidents, problems and service requests using ServiceNow, adhering to SLA targets.
• Perform hardware and software installations, image deployment via SCCM and Auto‑Pilot, and VDI support (Citrix XenDesktop, Azure Cloud PC).
• Maintain asset and inventory records, coordinate vendor hardware replacements, and handle IMAC (Install, Move, Add, Change) activities.
• Support conference‑room AV equipment and Microsoft Teams Rooms (MTR) for meetings and events.
• Administer endpoint security tools such as McAfee and Cortex XDR, and manage user data in OneDrive and Office 365.

Required profile

• Basic experience in the IT industry with a solid understanding of ITIL concepts.
• Strong client‑management and communication skills.
• Ability to work independently and as part of a team.
• Customer‑focused attitude and good problem‑solving capabilities.

Required skills

• Windows 7/10 operating systems.
• ServiceNow ticketing platform.
• SCCM and Auto‑Pilot for image deployment.
• Citrix XenDesktop and Azure Cloud PC (VDI technologies).
• Microsoft Teams Rooms (MTR) AV support.
• McAfee and Cortex XDR endpoint security.
• OneDrive and Office 365 administration.
• Mobile device configuration and troubleshooting (iOS, Android).