Working in a fast-paced, constantly evolving environment, you will be responsible for providing high-level customer service and hands-on support. This is a fantastic opportunity to join an ambitious company at the forefront of their industry and play a key role in delivering a premium IT support service.
This position is diverse and challenging. The main goal is to ensure all support requests and incidents are handled promptly and professionally. You will need to be proactive, dealing with support queries via phone, email, face-to-face, and acting as a point of escalation with third-party resolver groups for unresolved issues.
Job responsibilities
* Provide support that meets or exceeds customer expectations;
* Recommend suitable products or services based on customer needs;
* Identify, analyze, and repair product failures, ordering and replacing parts as needed;
* Support and maintain user account information, including rights, security, and system groups;
* Resolve issues from Tiers 2 and 3, including onsite hardware or software problems, in cooperation with resolver groups;
* Troubleshoot and resolve network device issues;
* Coordinate with third-party vendors for hardware and software problems;
* Handle break-fix hardware or software issues onsite from Tiers 2 and 3;
* 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 telecom equipment as required;
* Order, receive, and provide equipment and services for IMACs;
* Install and set up hardware for IMACs;
* Test and verify completed IMACs with end users;
* Document inventory and configuration changes;
* Provide AV and conference support with tools like Webex, Skype for Business, Zoom, etc.
Job Requirements
* ITIL V3 Foundation Certification (recommended);
* Microsoft OS/Office Certification(s) 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;
* Basic networking skills;
* Knowledge of Active Directory and permissions;
* At least 5 years' onsite support experience or equivalent education and experience;
* Team player with analytical thinking;
* Positive personality, stability, and stress tolerance;
* Customer-oriented with good interpersonal and communication skills;
* Adaptable to fast-changing technology environments;
* Responsible for daily deliverables;
* Relationship builder, capable of building trust quickly;
* Fluent in Italian and English.
What's next:
Apply today, as job postings may be removed. For more information, contact us at
The above description provides a general overview but is not exhaustive of all duties and responsibilities.
Diversity & Inclusion
We value diversity and equity at Stefanini Group, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, or nationality. We encourage authenticity!
About us
We are a Brazilian company with over 35 years of experience in global IT services, with a presence in 41 countries and 70 offices. Our clients span industries like finance, manufacturing, telecoms, and more. We offer career opportunities worldwide for passionate, customer-centric professionals. Learn more at and follow us on LinkedIn, Facebook, and Instagram.
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