Company Description
At Colliers, we help leaders succeed by helping them build amazing workplaces, businesses, and communities around the world. We do this by thinking differently, sharing innovative ideas, and offering a unique and collaborative workplace where you can succeed.
BE creative. BE the expert. BE a team player. Be all that and more at Colliers International.
Colliers is a listed real estate advisor active in 66 countries with more than 18,000 employees. We contribute to a better society by solving real estate issues and accelerating the sustainability transition in the built environment. In 2025 we will be completely climate neutral.
We connect global market developments and data with the needs of property owners, property investors, and property tenants. This enables us to understand the sector of tomorrow and to provide forward-looking advice. These insights help us add value to all phases of the real estate cycle and build long-lasting customer relationships. We offer creative solutions that are not only attractive today, but also remain relevant and sustainable later on.
In Italy, we work with 170 professionals in an organization where entrepreneurship, expertise, and doing the right thing are important. Together we shape the future of real estate.
Job Description
The Desk Support Engineer is an IT support professional responsible for delivering reliable and efficient second line deskside support. He/She is a resource with strong technical competence, enthusiasm and a natural propensity for teamwork.
He/She demonstrates analytical problem-solving skills, attention to detail and the ability to prioritize activities in line with Service Level Agreements. The ideal candidate is proactive, organized and comfortable working both independently and within the wider IT team, ensuring continuity and quality of IT services across the business.
Professionalism, flexibility and a structured approach to processes are essential characteristics for this role.
Your Activities
- Independent management of 2nd Line IT incidents and service requests
- End-to-end ownership of tickets, including communication and resolution via ServiceNow
- On-site deskside support for desktop PCs, laptops and hardware devices
- Support for Microsoft 365, Teams (including Telephony), Active Directory and core business applications
- Management of joiners, leavers and user administration tasks
- Support of mobile devices (iPhone, iPad, Android, Windows)
- Remote working support (VPN, broadband, Wi-Fi connectivity)
- Meeting room and AV setup support for internal and client meetings
- Coordination with EMEA 3rd Line teams and external providers when escalation is required
- Participation in change, configuration and project management activities
- Maintenance of accurate documentation and knowledge articles
- Hardware procurement and asset management
- Support of onsite server room activities in alignment with IT processes
- Availability to travel to other Italian offices when required
Qualifications
- Degree or technical qualification in Information Technology or related field (preferred)
- Proven experience in a Second Line / Deskside Support role
- Strong knowledge of Microsoft Windows 10/11 and Microsoft 365
- Experience with ServiceNow or similar IT Service Management tools
- Knowledge of Active Directory and Exchange administration
- Familiarity with networking concepts (Wi-Fi, VPN, remote connectivity)
- Experience supporting mobile devices (Apple and Android)
- Understanding of core enterprise applications (e.g., Citrix, Cisco Telephony, printing solutions, Salesforce)
- Experience working within ITIL-based environments (preferred)
- Excellent problem-solving and analytical skills
- Strong customer service orientation and communication skills
- Native Italian speaker or C1 level, proficient in English
- Professional attitude and flexibility to travel across Italy if required
