End User Support Specialist

Role: IT Support Engineer L2 (Backfill Support)

Location: Rome, Italy

Support Duration: From 18th May to 5th June 2026

Resource Requirement: 1 Backfill Engineer

Key Responsibilities – L2 IT Support Engineer

• Provide Level 2 (L2) technical support for desktops, laptops, peripherals, and enterprise applications

• Install, configure, maintain, and troubleshoot desktop systems, software, and hardware components

• Handle advanced troubleshooting for Windows, macOS, Office 365, networking, and enterprise applications

• Coordinate with OEM vendors for hardware replacement, repairs, warranty support, and escalations

• Manage EUC (End User Computing) operations including IMAC activities and device lifecycle management

• Perform laptop and desktop imaging, OS deployment, patching, and software installations

• Install, configure, and troubleshoot printers, scanners, mobile devices, and conferencing systems

• Provide VIP / Executive support with high-priority incident handling and quick resolution

• Manage AV and conference room technologies including meeting room setup and troubleshooting

• Support Active Directory, user account management, access permissions, and authentication issues

• Troubleshoot network connectivity issues including LAN, Wi-Fi, VPN, DHCP, and DNS

• Coordinate with backend infrastructure, server, and application teams for issue resolution

• Provide Hands & Feet support for Network, Server, Storage, and Data Center environments

• Perform server mounting, rack and stack activities, cable management, device reboot, and console connectivity

• Support shared/network printers and enterprise compliance software installation and troubleshooting

• Maintain IT inventory, asset tracking, stock management, and documentation of incidents/resolutions

• Support after-hours activities, meetings, migrations, and critical business events when required

• Ensure SLA compliance and maintain strong communication with users, vendors, and stakeholders

⭐ Good to Have Skills

• L1/L2 network troubleshooting for LAN/WAN connectivity

• Hands & Feet support for Data Center operations (Compute, Storage, Backup, Network)

• Experience with server hardware, rack labelling, cabling, and physical infrastructure support

• Knowledge of Office 365, Active Directory, SCCM, Intune, and endpoint management tools

• Experience with ServiceNow ticketing and ITIL-based support environments

Ability to coordinate with vendors and backend teams for enterprise-level incident management

Important Note

• The backfill role requires onsite presence when the primary engineer is on leave or vacation
• Advance notice will be provided whenever your presence is required
• This is a long-term contract position