Vacancy expired!
Who we areStefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia. What will you do?Supporting IT equipment in large corporate environmentDesktop/laptop tech support (Mac and PC)Windows 7/10 operating systemsSupport mobile devices, printers, scanners, wireless, VPN, etc.IMAC Support - IT equipment Install/Move/Add/ChangeMaintain repairs, spare parts, and componentsResearch and troubleshoot problemsMaintain system configurations and documentationTrack and resolve customer incidents and requests through the client's ticketing toolTroubleshoot and resolve hardware and software issues for Windows devicesBackup, restoration, and migration of user dataSmart Hands support with networking, server, and telecommunications technologiesPrinter and peripheral device supportInventory management of IT assets including asset auditingAbility to research and follow appropriate KB articlesAbility to work on-call and other after-hours support needsMay provide Executive supportVarious other tasks associated with deskside servicesMay need to be available to provide support at other client locations as neededOther duties as assigned What you'll getWork with brilliant minds, often within a global capacity;Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well. Why we're differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making; Take a look for yourselfHere's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY
Overview The purpose of this position is to provide day-to-day efficient and effective resolution to the customers as a Deskside Support Technician. They will ensure customer requests for client-related services (incident resolution and requests) are generated, tracked, escalated and followed through to satisfactory completion. Objective Communicate professionally with coworkers and customers. This position requires excellent communication and problem-solving skills. Individual must be highly process-oriented. The individual must possess expert-level technical knowledge of a specific field of technical operations and be able to provide ideas, feedback, and support to other personnel. The ideal candidate will be highly motivated and self-reliant with a desire to learn. This role is a phone & in-person support position representing Stefanini delivering quality customer service. Expectations The Deskside Support Technicians on the project report to a Stefanini manager and are responsible for providing support to end-users when the Service Desk is unable to. Problem Solving: This role deals with many incidents/requests for help that, though they may be couched in very different ways by different callers, are often familiar problems. Problem-solving is a combination of how to elicit the appropriate information from a wide range of callers and deciding how to address the problem. Change: Although this role does not design complex change programs, individuals are required to suggest and support process improvements to realize service excellence, which is critical given the dynamic nature of responsibilities. Individual must consistently demonstrate flexible thinking and seeks new solutions for old problems. All Stefanini Deskside Technicians are expected to have a complete understanding of and adhere to the below duties: Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements.Deliver service excellence: With using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest with solutions.Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals, and with vendors.Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.Maintain knowledge: to apply oneself to learning new products, features, and trends to be able to deal highly effectively with providing service excellence.Team contribution: To assist the peer team members, team leaders, process managers, or other support provider colleagues by undertaking specific tasks relating to the team environment or longer-term development or work of the team.Follow all Safety requirements and complete the client specific safety training (if applicable)Monitor/Work in Service Now Incident Ticket Queue while meeting SLA. Walk-Up Service (creating a ticket for every Walk-Up encountered)Off-site support (where applicable, travel to other client location) and after-hours supportShipping and receiving of equipmentPC equipment movesBreak Fix Orders (Non-Warranty and Warranty)Check out loaner laptops using site-specific processes if applicableOff-site support (conference centers)Conference Room Support, AV Support / Zoom / Teams SupportMobile Device deployment and supportParts Closet maintenance & auditsPrinter break/fix and set up configurationToner maintenance (where applicable)Limited Mac supportNetwork drops and set upSetup VOIP phonesFollow the Deployment checklistContinuous update of deployment documentation and checklistParticipate in meetings with client IT Site Coordinators and others as neededCommunicate and document any process improvement suggestions using the knowledge base guidelines Knowledge of the following tools and technologies: Remote Management /endpoint management tools (i.e. TeamViewer, Ivanti, Airwatch)Two-factor Authentication (i.e. inWebo, OKTA)Windows 7 & 10iOSITSM tools (e.g., CA, Remedy, ServiceAide, ServiceNow) Active Directory - Users & computers administrationActive Directory- Understand the concepts of Policies, OUs, LDAP, LAPSBitlocker & TPPulse SecureZoom - User administration, Room setup, User guidanceNetworking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi SurveyUnderstand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path. Competences Required in this Role: Self-Confident Integrity: Acts with integrity. Stands up for convictions and values and takes difficult decisions. Team Commitment: Works co-operatively as a member of a team and is committed to the overall team objectives rather than own interests. Learning from Experience: Actively learns from own failures and successes and those of others on a continuous basis. Objective Analytical Power: Develops accurate, objective assessments of issues even in complex or difficult situations. Practical Creativity: Demonstrates flexibility in thinking. Creates new business insights, which can be turned into realistic plans. Influencing Others: Successfully builds support for ideas without the use of hierarchical power. Builds effective relationships with colleagues, and customers. Entrepreneurial Drive: Is energetic and tenacious in improving business results. Takes initiative often-involving calculated risks.Ability to uphold a positive attitude at all times, even under stressful conditions. Experience supporting remote facilities and users. Excellent verbal and written communication skills. High level of professionalism and strong personal interaction skills. Ability to perform in-depth research and troubleshooting for complex technical issues. Ability to prioritize and complete all work tasks with minimal supervision. Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds. Proven ability to handle challenging, rapid-response user support. Proven ability to balance, prioritize and organize multiple tasks. Professional acumen Valid driver's license Desired Characteristics: A+ Certification Microsoft Certified Professional (MCP) ITIL Foundations Lean Six SigmaVacancy expired!