Occasional Remote IT Support Technician (Italian Speaker) – SMB End-User Support

We are looking for an IT support professional to provide occasional remote assistance to end users of small business clients in Italy. This role is primarily focused on user support (helpdesk). System administration and VoIP experience are considered a plus, but not the main responsibility. The engagement is on-demand and fully remote. Tools Provided - VoIP softphone application (for inbound and outbound calls) - Ticketing system - Remote access tools (AnyDesk / TeamViewer / RustDesk-based solution) Main Responsibilities (Core Role) - Answer incoming support calls from clients - Provide remote IT assistance to end users - Troubleshoot common user issues, such as: - Email problems (Outlook, mailbox sync, sending/receiving) - Printers not working - Basic connectivity issues - Remote access (RDP / VPN) - Explain solutions clearly and simply to non-technical users - Log each completed activity in the ticketing system (time tracking included) - If an issue cannot be resolved, escalate it to a higher-level technician or on-site support Required Skills - Italian language: native or professional level (mandatory) - Proven experience in IT helpdesk / end-user support - Experience supporting small business users (SMBs) - Good knowledge of Windows environments (Windows 10/11) - Ability to communicate calmly and clearly with non-technical users - Reliability when marked as available to receive calls - Respect for confidentiality and client data Preferred / Plus Skills (Not Mandatory) - Experience with VoIP systems, especially 3CX and Yeastar - Basic system administration knowledge: Windows Server and Linux servers - Basic networking knowledge (VPN, LAN/WAN, firewalls) - Familiarity with ticketing systems These skills are considered a plus and may help with escalation or coordination, but the role remains user-focused IT support. Work Conditions - Clients are small Italian businesses with few employees - Availability preferably during Italian business hours (CET/CEST) - Immediate response preferred; otherwise, timing can be agreed based on urgency Very occasional workload: - Some days with a few calls - Weeks or months with no activity - Hourly payment based on actual time spent - No guaranteed minimum hours Who This Role Is Ideal For - Helpdesk / IT support freelancers - Technicians already working on other projects - Professionals looking for flexible, low-volume support work - People comfortable with direct interaction with end users Apply tot his job