Technical Support on desk

The Remote Support Technician provides remote technical and IT support to customers.

Candidates must have IT training and good communication skills, enabling them to communicate clearly and effectively, even remotely, in order to meet customer needs.

The performance of support and technical assistance activities requires the technician to be present at the Cantù (Co) office.

Responsibilities

• Contribute to improving customer satisfaction with BLM Group products;
• Establish constructive and mutually beneficial relationships with customers and colleagues.

Activities

• Provide remote technical support for issues related to industrial networks (Ethernet/IP, Profinet, Profibus, etc.);
• Diagnose and resolve network failures that impact the operation of machine tools;
• Collaborate with automation and development teams to ensure the proper integration of machines into customers' IT/OT systems;
• Support the installation and configuration of industrial network devices (managed switches, industrial routers, gateways);
• Monitor industrial networks and take proactive action to prevent machine downtime;
• Manage support tickets via help desk systems.

Note: in relation to the above, it is important to emphasise that the information provided in each job description is necessarily concise, focusing on the main objectives of the position; in the normal course of work, it is necessary to anticipate the integration of tasks, activities and responsibilities that are logically relevant and correlated with the description and information provided.

Must have

• Technical diploma in IT or three-year degree in a technical-scientific field;
• Minimum experience in remote technical support;
• Good knowledge of English (at least level B2);
• Basic knowledge of computer networks (TCP/IP, IP addressing, DNS, etc.).
• Knowledge of industrial cybersecurity solutions;
• Aptitude for remote problem solving;
• Interest in the world of industrial automation and OT networks;
• Good ability to use IT tools and remote assistance software;
• Aptitude for teamwork, listening skills and customer focus.

Nice to have

• Professional knowledge of a second foreign language (German, Spanish, French);
• Knowledge of electrical engineering.

What do we offer?

• Smart working option (2 days per week);
• Meal vouchers;
• Continuous training, both specific and cross-disciplinary;
• Counselling/coaching service to promote employee growth and well-being;
• Company agreements;
• Company social, sporting and family events.