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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.
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 will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can't resolve.
Job Responsibilities
* Provide support that consistently meets or exceeds Customer expectations;
* Determine and recommend which products or services best fit the customers' needs;
* Identify, analyze, and repair product failures. Order and replace parts as needed;
* Support and maintain user account information including rights, security and systems groups;
* Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary;
* Provide troubleshooting and problem resolution support for all network devices;
* Coordinate with third-party vendors to resolve hardware and software problems, as required;
* Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue at location/onsite;
* Interface with hardware and software vendors for planning and problem resolution;
* Interface with manufacturers and third-party vendors for technical assistance;
* Execute the installation of PCs, peripherals and LAN-based equipment;
* Assist with setting up security, file access and other administrative procedures associated with moves;
* Move workstations, peripherals and telecommunications equipment, as required;
* Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC's,;
* Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC's,
* Test completed IMAC's and verify acceptance by end user,
* Document changes to inventory use and configuration,
* AV and Conference support with software such as Webex, Skype for Business, Zoom etc.
Job Requirements
* ITIL V3 Foundation Certification (recommended),
* Microsoft Operating System / Office Certification(s) will be an asset,
* Advanced MS Office 365 skills,
* Scripting, coding skill will be considered an advantage,
* Able to solve simple hardware issues,
* iOS, Android advanced user,
* Basic Networking skills,
* Knowledge of Active Directory, permissions,
* At least 5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements,
* Team Player and Analytical Thinking,
* Open and positive personality and Stability / Stress tolerance,
* Customer oriented (Service awareness),
* Good interpersonal and communication skills,
* Able to adapt in a fast evolving technology environment and ability to learn,
* Able to assume day to day responsibilities generating specific deliverables,
* Relationship-builder, at ease with people and capable of quickly building trust.
* Must speak Italian and English
What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain
or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
About Us
We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.
Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Engineering and Information Technology
* Industries
IT Services and IT Consulting
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