Business Application Support Specialist - AMERICAS

IT Application Helpdesk Specialist

We are hiring for an IT Application Helpdesk Specialist to join our team! Do you have experience with managing Microsoft Dynamics 365 CRM, ERP, and SAP?

The IT Application Helpdesk Specialist is the first point of contact for our internal application support requests. The role provides first-level support to our users, resolves issues where possible, and escalates to our Headquarters (HQ) team in Italy when needed.

In addition to daily support, you will actively contribute to new system deploy and enhancements, ensuring a smooth adoption across our subsidiaries in North and South America. This role is in office at our Rockledge, Fl location with some international travel.

Key Responsibilities:

• Serve as the first line of support for application-related tickets submitted through our Helpdesk system.
• Troubleshoot and resolve issues or escalate to HQ specialists when appropriate.
• Ensure accurate logging, classification, and follow-up of all requests.
• Support HQ and local business teams during project deployments, including:
• Facilitate training activities
• Coordinating the business in User Acceptance Testing (UAT)
• Assisting users during go-live
• Provide consistent application support across all FAAC entities in the Americas.

Required Qualifications:

• Previous experience in IT Helpdesk / Application Support, ideally with ERP or CRM systems.
• Basic knowledge of SAP as a user or technical user (competences on Finance, Sales, or Logistics processes is a plus).
• Strong analytical and troubleshooting abilities.
• High respect for established processes and procedures.
• Able to work in a global environment.

Preferred Qualifications:

• Prior experience providing customer support in a call center, help desk, or technical support environment, with a focus on troubleshooting and resolving issues.
• Bilingual in English and Spanish or Portuguese a plus.