L1 Support Agent (IT Support)

TL;DR

L1 Support Agent (IT Support): Providing first-level technical assistance and incident management for customers in the urban mobility sector with an accent on triage, remote diagnostics, and SLA compliance. Focus on resolving technical issues, managing the Service Desk queue, and maintaining strong relationships with internal and external stakeholders.

Location: Hybrid (Bologna, Italy)

Company

hirify.global is a global team transforming urban mobility to guide customers and communities towards more livable cities.

What you will do

• Monitor and triage the Service Desk queue, ensuring incidents are handled within SLAs.
• Conduct remote diagnostic tests, checks, and repairs for reported customer incidents.
• Manage communication with customers and third-party vendors via phone, email, and portals.
• Perform system administration duties and proactive daily system checks.
• Generate reports and manage user credentials and passwords.
• Create and maintain technical documentation for business knowledge management.

Requirements

• Must be based in or able to work in Bologna, Italy (Hybrid)
• Customer-oriented approach and excellent verbal and written communication skills.
• General technical understanding and familiarity with Google Workspace.
• Analytical problem-solving skills and the ability to follow established processes.

Nice to have

• One year of experience in a Service Desk or Customer Support environment.
• A formal IT background.

Culture & Benefits

• Global team environment focused on transforming urban mobility.
• Values-driven culture centered on being Curious, Focused, and Together.
• Opportunities for internal professional progression.