Desktop Support Engineer – Italy

About the role

The IT department is looking for a Desktop Support Engineer to provide onsite second‑line technical assistance to users in an Italian office. You will act as the primary site contact, ensuring hardware, software and communications infrastructure run smoothly for legal teams and other business functions.

Key responsibilities

• Deliver onsite second‑line support for desktops, laptops, printers, multifunction devices and mobile devices (iPhone, iPad).
• Build, configure, install, relocate, troubleshoot and maintain IT hardware and software.
• Support telephony equipment, including handsets, switches and voicemail administration.
• Provide meeting‑room technical assistance for video‑conferencing, Webex, webinars and presentations.
• Coordinate office and desk moves, and manage VIP, conference and litigation support.
• Maintain technical documentation, knowledge articles and incident records in the management system.
• Collaborate with central IT teams, Network Operations, Client Computing and external vendors.
• Research and support enterprise desktop solutions such as Microsoft System Centre.
• Participate in local projects and be available for shift work, weekends and on‑call rotations.

Required profile

• Strong senior‑level troubleshooting ability for complex hardware and software issues.
• Experience overseeing team tasks and acting as a site liaison.
• Proactive attitude with the ability to follow up on issues, projects and deadlines.
• Willingness to train and mentor junior desktop analysts.
• Excellent stakeholder management and communication skills.
• Flexibility to work shifts, weekends and on‑call as needed.

Required skills

• Microsoft System Centre (or similar enterprise desktop management tools).
• iPhone and iPad support.
• Webex and video‑conferencing technologies.
• Telephony equipment configuration and administration.
• Desktop support for Windows‑based PCs and laptops.