IT Support Technician

Role Purpose

The IT Support Technician will provide day-to-day technical assistance to local users, ensuring the smooth functioning of end-user devices and basic IT infrastructure. This role involves troubleshooting hardware and software issues, managing service requests via the ticketing system, and supporting users both remotely and on-site.

The technician will work closely with RS Staff and 3rd parties to resolve incidents efficiently, support hardware and application deployments, and contribute to maintaining accurate IT documentation and inventory.

Responsibilities

This role is focussed on supporting and delivery of technology services to the local Market (Italy).

• Provide technical support to users (hardware, software, network, and peripheral issues) 
• Troubleshoot and resolve incidents related to Windows operating systems, Microsoft 365, printers, scanners, and other standard business tools
• Install, configure and maintain end-user devices such as laptops, desktops, and mobile phones
• Support onboarding and offboarding processes from an IT perspective (equipment setup, account creation, etc.)
• Manage service requests and incidents through the ticketing system, ensuring timely and effective responses
• Monitor the status of systems and proactively report any issues or risks
• Maintain IT documentation, including knowledge base articles, inventory records, and support procedures
• Collaborate with internal teams and third-party vendors to escalate and resolve more complex issues
• Keep users informed on the progress of their tickets and provide clear, user-friendly communication

Essential Skills & Experience

• Excellent verbal and written English language skills
• Technical diploma or equivalent education in IT or related fields
• Good knowledge of Windows 10/11 and Microsoft 365 (Word, Excel, Outlook, Teams)
• Familiarity with basic networking concepts (TCP/IP, DNS, Wi-Fi)
• Basic understanding of IT security principles (password hygiene, phishing awareness, data protection)
• Experience with ticketing systems and support workflows
• Strong communication skills and a customer-oriented mindset
• Ability to prioritize tasks, work independently, and escalate when needed

Desirable Skills & Experience

• ITIL Foundation
• Experience of Apple client technologies

About RS Group 

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.
We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.
We are one team. We deliver brilliantly. We do the right thing. We make every day better.These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.
Together, we can make great things happen. Aim for amazing and beyond!