Support Agent
Pubblicato il 16-09-2026 - OverIT - Field Service Management in Udine
OverIT is a global Software-as-a-Service (SaaS) company with a strong presence in North America and Europe.
We empower organizations in the power, utility, telco, and transportation industries to manage their mission-critical infrastructures efficiently and safely through cutting-edge Field Service Management software solutions.
At OverIT, we leverage advanced technologies like ML (Machine Learning), AR (Augmented Reality), IoT (Internet of Things), and GIS (Geographic Information System) to help ensure the infrastructures essential to our daily lives are always on.
What you'll do
- Manage customer and partner requests through different support channels, communicating effectively in both Italian and English.
- Classify, prioritize, and manage incidents and service requests in line with contractual SLAs and established support processes.
- Independently investigate and resolve first- and second-level application issues.
- Analyze application behavior, system logs, configurations, and data to identify root causes and determine appropriate solutions.
- Use SQL queries to investigate data-related issues, verify system behavior, and validate proposed fixes.
- Reproduce reported issues and collect the technical information required for further analysis.
- Escalate complex incidents to Product, Engineering, or other technical teams, providing complete, accurate, and well-structured evidence.
- Keep customers regularly informed throughout the resolution process, ensuring clear, professional, and timely communication.
- Document incidents, root causes, resolutions, and troubleshooting procedures to continuously improve the internal knowledge base.
- Perform functional and non-regression testing on application fixes, patches, and product releases.
- Collaborate closely with Customer Support, Product, Engineering, and Delivery teams to improve service quality and customer satisfaction.
What you'll need
- A diploma or degree in Information Technology, Computer Science, Enginee