Deskside Support Technician - Associate

About this role

The Deskside Support Technician (Level
2) is responsible for delivering advanced onsite and remote technical support to end users across EMEA offices, with a primary base in Milan (with travel to Zurich when required). This role serves as a key escalation point for complex incidents, ensuring timely resolution and minimal business disruption. The successful candidate will demonstrate technical expertise, strong customer service skills, and the ability to collaborate effectively with global technology teams.

The role also requires flexibility to travel to other office locations to provide onsite technical support and participate in project delivery as needed.

• Support Milan office users onsite as a priority, while providing remote assistance for regional colleagues as necessary.
• Provide advanced support for desktop PCs, laptops, next-generation devices, and mobile solutions to users across EMEA, ensuring high standards of service delivery.
• Resolve escalated incidents from Level 1/Service Desk, applying advanced troubleshooting techniques and root cause analysis.
• Escalate complex issues to Level 3 or specialist teams as required, maintaining clear and professional communication with remote users.
• Perform remote hardware diagnostics, device imaging, and software support for Windows OS, Microsoft Office, market data applications, and third-party systems.
• Guide users through remote setup, configuration, and issue resolution, including new joiner installations and office technology refreshes.
• Travel to other office locations within EMEA to provide onsite technical support and participate in project delivery, migrations, and technology rollouts.
• Collaborate with regional and global technology teams (Infrastructure, Information Security, Unified Communications, Network) to resolve technical challenges and participate in technology rollouts, migrations, and business continuity exercises.
• Maintain accurate documentation, asset inventory, and compliance with IT policies, with a particular focus on remote support processes.
• Uphold procedures for incident logging (SNOW), reporting, and performance monitoring, ensuring adherence to Level 2 standards.
• Seek opportunities for process improvement and professional development, especially in remote support best practices.

• Proven experience in remote technical support environments, with advanced troubleshooting and analytical skills.
• Demonstrated proficiency in supporting Microsoft products (Office, Windows), Dell and Apple hardware, and enterprise IT systems.
• Excellent written and verbal communication skills, with a strong customer service orientation, particularly in remote interactions.
• Ability to work independently and collaboratively within regional and global teams.
• Flexible and proactive approach, with enthusiasm for learning new technologies and compliance standards relevant to remote service delivery.
• Willingness and ability to travel to other office locations within EMEA to provide onsite technical support and participate in project delivery.
• Commitment to continuous improvement and maintaining up-to-date technical documentation for remote support.

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Black Rock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities.

We remain focused on increasing the impactful moments that arise when we work together in person – aligned…