Vacancy expired!
Who we are Stefanini 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 41 countries across the Americas, Europe, Africa, Australia, and Asia. "Due to the necessity of frequent face-to-face interactions with our end-users, only candidates who are fully compliant with the COVID-19 vaccination will be considered for this position. By applying for this position, you confirm that you are fully vaccinated for COVID-19 and can provide proof of immunization upon request.' Objective Communicate professionally with client, team, and management. 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 the team. This role is an in person, and requires to be onsite to manage a team of 4 to 7 technicians Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements. Deliver service excellence: By 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 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.Team Lead: To assist the team members, process managers, or other support provider colleagues by undertaking specific tasks relating to the leading the environment or longer-term development or work of the team. Follow all Safety requirements and complete the client specific safety training Monitor/Work in Ticket Queue while meeting SLAShipping and receiving of equipmentBreak Fix Orders (Non-Warranty and Warranty)Check out loaner laptops using site-specific processes if applicable Conference Room Support, AV Support/Zoom/Teams SupportMobile Device deployment and supportParts Closet maintenance & auditsPrinter break/fix and set up configuration Toner maintenance (where applicable)Network drops and set up Adherence to and continuous update of deployment documentation and checklistParticipate in meetings with client IT Site Coordinators and others as neededSupporting IT equipment in large corporate environment Provide Executive support to customer VIP's Desktop/laptop tech support (Mac and PC)Support mobile devices, printers, scanners, wireless, VPN, etc. IMAC Support - IT equipment Install/Move/Add/Change Inventory management of IT assets including asset auditing Research and troubleshoot problems Maintain system configurations Maintain and updated support documentationAbility to research and follow appropriate Knowledge Base articles Remote support as needed Backup, restoration, and migration of user data Printer and peripheral device support Work on-call and provide other after-hours support based on customer needsProvide support at other client locations as neededRemote Management/endpoint management tools (i.e. TeamViewer, Workspace One)Two-factor Authentication (i.e. OKTA) Active Directory: Users & computers administration Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS Bitlocker & TPM Pulse SecureZoom - User administration, Room setup, User guidance Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-FiUnderstand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware Advanced Windows, O365, collaboration tools
Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognitionEnsuring each Technician meets his or her required goals including schedule adherence, attendance, performance evaluations, delivering annual merit reviews, updating employee journals and performing other administrative tasks as assignedPerforming root cause analysis and identifying opportunities for Deskside efficienciesWorking with the Recruiting Department in hiring qualified candidatesCreating a cohesive team environment through consistent managementSpecial project work may be assigned as neededAdhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employmentSubmit all necessary admin for On and/or Off-boarding of a new employee (follow documented process)Complete all necessary recruiting, hiring, training, disciplining, and off-boarding for direct reportsEnsure adequate vacation backfills as required by the contract with clientEnsure adequate sickness backfills as required by the contract with the clientWork with Manager and HR on any Leave of Absence (LOA) requestsRecognize employee birthday and anniversaryRecognize new team members (next Team Meeting)Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDMParticipate in quarterly 'all-team' meetings as required by SDMWith SDM assistance, develop improvement plans for underperforming Deskside Technicians within the teamAssist the SDM in developing and implementing improvement plans for service failures (SLAs/KPIs)Assist SDM with resource management for any projects arising from client, including status reporting and planningEngagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibilityEscalate any potential contractual risk as identified directly to the SDM for the client to ensure mitigationDuring your time off (PTO/AL or sickness) ensure a suitable Senior Deskside Technician backup is provided in your out of office or voicemail message so that any escalations can be handled promptly with minimal impact to client or StefaniniIdentify a successor for your position from within the team that could take over from you if the need arises (medical leave or extended period of absence). Ensure they have the coaching and training required that in an emergency or a planned transition, they could fulfil your role with no impact to Stefanini or clientBe involved as an SME during new client/account data harvesting, due diligence, launch and transition 2+ years relevant management experience Valid Driver license Relevant industry knowledge (IT deployments in an international environment) Able to always uphold a positive attitude, even under stressful conditions Excellent verbal and written communication skills Ability to communicate technical information to nontechnical people 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 Ability and willingness to learn new technologies Proven ability to handle challenging, rapid-response user support Proven ability to balance, prioritize and organize multiple tasks High school diploma (required) Attendance and schedule adherence are requirements of this position Competences Required in this Role: Working with as a Team Lead, Supervisor or IT manager experienceExperience 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 licenseVacancy expired!