Technical Support Engineer - Italian

Description

Technical Support Engineer - Italian Language (M365 Concierge)

Job Overview

Technical Support Engineer (Italian Language)

Microsoft 365 Concierge Support

Key Responsibilities

• Provide end-to-end Microsoft 365 Concierge support to customers via chat, email, remote support, and phone
• Assist users with Microsoft 365 setup, installation, activation, and licensing issues
• Troubleshoot issues related to Outlook, Teams, OneDrive, SharePoint, Word, Excel, and other M365 services
• Support user account management, mailbox setup, and license assignment
• Troubleshoot Windows and macOS OS-related issues impacting Microsoft 365 functionality
• Assist with identity and access management, including SSO, Azure AD sign-ins, and authentication issues
• Analyze logs and diagnostic data to identify and resolve technical issues
• Document customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system
• Escalate complex or unresolved issues to internal Microsoft support teams when required
• Proactively identify recurring issues and share insights with internal teams to improve service quality
  

Required Skills & Qualifications

• Experience as a Technical Support Engineer / IT Helpdesk supporting Microsoft 365
• Strong knowledge of M365 administration, licensing, and troubleshooting
• Hands-on experience troubleshooting Windows and macOS environments
• Basic understanding of Azure Active Directory, SSO, and identity concepts
• Ability to read and analyze system and application logs
• Excellent Italian communication skills (written and verbal)
• Strong customer-handling and problem-solving skills
• Ability to work independently in a remote environment
  

System Requirements (Remote Work)

• Minimum 16 GB RAM
• Stable internet connection with at least 50 Mbps upload/download speed
• Windows 10 or higher preferred
  

Preferred Qualifications

• Graduate or above
• Experience with Microsoft support processes or concierge services
• Familiarity with CRM or ticketing tools (Salesforce preferred)