Job Description Working in a fast-paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry and play a key role in ensuring the successful delivery of a premium IT support service. This position offers diversity and challenges, with the goal of ensuring all support requests and incidents are handled promptly and professionally. You will proactively deal with support queries via phone, email, and face-to-face interactions, acting as a point of escalation with third-party resolver groups for unresolved issues. Job Responsibilities Provide support that meets or exceeds customer expectations. Determine and recommend the best products or services for customers' needs. Identify, analyze, and repair product failures; order and replace parts as needed. Support and maintain user account information, including rights, security, and system groups. Resolve issues from Tier 2 and 3 support, including onsite hardware or software problems, in cooperation with resolver groups. Provide troubleshooting and support for network devices. Coordinate with third-party vendors to resolve hardware and software issues. Handle hardware or software issues requiring break-fix solutions onsite. Interface with hardware and software vendors for planning and problem resolution. Install PCs, peripherals, and LAN equipment. Assist with security setup, file access, and administrative procedures during moves. Move workstations, peripherals, and telecommunications equipment as needed. Order, receive, and provide equipment and materials for IMACs. Install and set up hardware for IMACs, testing and verifying acceptance by end users. Document changes to inventory, use, and configuration. Support AV and conference tools such as Webex, Skype for Business, and Zoom. Job Requirements ITIL V3 Foundation Certification (recommended). Microsoft OS/Office Certification(s) are advantageous. Advanced MS Office 365 skills. Scripting and coding skills are a plus. Ability to resolve simple hardware issues. Advanced user of iOS and Android devices. Basic networking skills. Knowledge of Active Directory and permissions. Minimum 5 years of onsite support experience or equivalent education and experience. Strong team player with analytical thinking. Positive personality with stability and stress tolerance. Customer-oriented with good interpersonal and communication skills. Adaptability to fast-changing technology environments and quick learner. Ability to assume daily responsibilities and produce specific deliverables. Relationship-building skills, at ease with people, capable of building trust. What's next: We encourage you to apply today as job postings may be removed. For further information, contact us at recruitmentEMEA@stefanini.com. This description outlines the general nature and level of work but is not exhaustive of all duties and responsibilities. Diversity & Inclusion: At Stefanini Group, we value diversity and equity across race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We celebrate individuality! About us: We are a Brazilian company with over 35 years of global IT service experience, present in 41 countries with 70 offices. We serve industries including financial services, manufacturing, telecommunications, and more. We offer vibrant, team-oriented career opportunities worldwide. Interested in a dynamic career? Visit www.stefanini.com and connect with us on LinkedIn, Facebook, and Instagram for updates. J-18808-Ljbffr