Luisa Via Roma is a leading global luxury goods e-commerce with an online presence for over 20 years, serving upwards of 1 million users from more than 200 countries.
Our team is also international, including over 300 people from 20 different countries.

As a company, we constantly look to the future to offer our clients innovation through our services, platforms, website and app. We also aim to give back to the community and the planet by supporting charities and environmental causes. Through LVRSustainable – our section dedicated to sustainability– we offer conscious fashion and promote special collaborations with non-profits, organizations, and brands to benefit social and low impact initiatives.

IT Help Desk - Level 2

The Information Technology team develops internal back offices and e-commerce sites and apps, monitors them daily and implements new features periodically.

The Team is seeking a dedicated and experienced individual with a passion for technology. As a Level 2 IT Help Desk professional, you will play a crucial role in resolving complex technical issues and providing exceptional support to our users.

Responsibilities:

- Serve as the escalation point for Level 1 support, managing more complex IT support tickets and ensuring timely resolution.
- Diagnose and troubleshoot hardware, software, and service malfunctions, including web, applications, and company back-office systems.
- Collaborate with other IT departments to resolve advanced issues, ensuring minimal disruption to users.
- Maintain and update the knowledge base with detailed documentation on complex case studies and solutions.
- Assist the team in the installation, maintenance, and replacement of company software and devices, providing guidance on best practices.
- Conduct training sessions for Level 1 support staff to enhance their technical skills and improve overall team performance.

Requirements:

- Proven experience in a Level 2 Helpdesk role with the ability to handle escalated issues.
- Strong understanding of user needs and the ability to communicate effectively in both written and spoken Italian and English.
- Proficiency with company software and familiarity with IT infrastructure and operations.
- Excellent troubleshooting skills and a proactive approach to problem-solving.

Preferred Qualifications:

- Knowledge of Jira or other ticketing systems.
- Technical/IT training or certification.
- Experience with web programming and/or scripting.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.

What we offer:

📃 Full-time employment with a commercial contract
🕒 Monday to Friday work week
👍 In addition to optimal work-life balance, we offer job rotation, conventions and employee discounts
📍 Florence

What to expect next…

First and foremost, we take great care to go through each and every application we receive in order to determine if the candidate fits the profile we’re looking for. We take the time to compare and contrast all the CVs we receive in order to make a shortlist of candidates we will then invite to interview with our HR Team.
 After this initial interview, if the candidate is an initial match, a second interview with the IT team will take place, followed by a final confirmation interview at our headquarters.