IT Application Helpdesk Specialist - Americas

Job Title: IT Application Helpdesk Specialist - Americas
Location: Rockledge, FL
Reports To: Head of Applications Region Europe
Company: FAAC International, Inc.

Position Summary:

FAAC International, Inc. is seeking an IT Application Helpdesk Specialist to join our team in the Americas. This role is the first point of contact for application support requests, with a primary focus on SAP and Microsoft Dynamics 365 CRM. You will provide first-level support to our users, resolve issues where possible, and escalate 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.

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 (competences on Finance, Sales, or Logistics processes is a plus).
• Strong analytical and troubleshooting abilities.

• High respect for established processes and procedures.
• Fluent in English; Spanish or Portugues is a plus.
• Able to work in an international and multicultural 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.