Vacancy expired!
Who we areFor 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. Manages the activities and personnel associated with providing all onsite support services by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.Ensures that all phases of contacted onsite support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.Coordinates and supervises the daily activities of the onsite support team. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from Stefanini manager.Performs desktop/mobile device maintenance, installations, upgrades, hardware/software break-fix, and moves. Also provides Server and Network Gear support and maintenance, and Smart Hands for Infrastructure Team.Developed knowledge and skills through formal training and considerable work experience. Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from the accepted practice.
Managerial ResponsibilitiesActs as a Single Point of Contact (SPOC) for all onsite support servicesResponsible for Service Level attainment and contractual deliverables for onsite supportResponsible for day-to-day delivery of onsite support servicesProvide performance reporting and conduct weekly and monthly status update meetings related to the programReporting manager to the onsite support resourcesResponsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognitionEnsures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performanceWrites employee performance evaluations, delivers merits, and performs other administrative tasksCoordinate ongoing training and identify training requirementsProvides new technology advisory service, testing, integration, and collaborationProvides Problem response and resolutionAssists with innovation and transformation of the onsite support servicesImplements, monitors, and adheres to Best PracticesDrives root cause analysis and opportunities for improvementInvestigates and responds to escalationsAssists with Quality initiativesPerforms other duties as assignedActs as a technical resource to the Stefanini onsite support staffProvides break/fix support for IT equipment in corporate environmentSupports macOS, iOS, Android, Windows 7/10 operating systemsSupport computers, mobile devices, printers, scanners, wireless, VPN, etc.IMAC/D Support - IT equipment Install/Move/Add/Change/DisposalConference room technology supportProvides Smart Hands support with networking, server, telecommunications, and other technologiesProvides preventative maintenance/health checksMaintains system configurations and all relevant documentationTracks and resolves incidents and requests through the client's ticketing toolUtilize asset management toolsAbility to work after-hours or on-call as neededProvide exceptional support to all levels of employeesVarious other tasks associated with onsite support servicesOther duties as assignedVacancy expired!