Details:Who we areFor 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.What will you do?Managerial Responsibilities
Acts as a Single Point of Contact (SPOC) for all onsite support services
Responsible for Service Level attainment and contractual deliverables for onsite support
Responsible for day-to-day delivery of onsite support services
Provide performance reporting and conduct weekly and monthly status update meetings related to the program
Reporting manager to the onsite support resources
Responsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognition
Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
Writes employee performance evaluations, delivers merits, and performs other administrative tasks
Coordinate ongoing training and identify training requirements
Provides new technology advisory service, testing, integration, and collaboration
Provides Problem response and resolution
Assists with innovation and transformation of the onsite support services
Implements, monitors, and adheres to Best Practices
Drives root cause analysis and opportunities for improvement
Investigates and responds to escalations
Assists with Quality initiatives
Performs other duties as assigned
Technician Responsibilities
Support IT equipment in large corporate environment
Desktop/laptop tech support
Windows 7/10, Android, and iOS operating systems
Support mobile devices, printers, scanners, wireless, VPN, etc.
IMAC/D Support - IT equipment Install/Move/Add/Change and Disposal
Maintain repairs, spare parts, and components
Research and troubleshoot problems
Maintain system configurations and documentation
Track and resolve customer incidents and requests through the client's ticketing tool
Troubleshoot and resolve hardware and software issues for Windows devices
Backup, restoration, and migration of user data
Smart Hands support with networking, server, and telecommunications technologies
Printer and peripheral device support
Inventory management of IT assets including asset auditing
Ability to research and follow appropriate knowledge base articles
Ability to work on-call and other after-hours support needs
Various other tasks associated with deskside services
May need to be available to provide support at other client locations as needed
Other duties as assigned
Job RequirementsDetails:What do you need to succeed?
Two years deskside IT support in an international environment
Experience supporting Windows OS, Microsoft Office, smart phones, A/V conferencing systems, printers and PC hardware
Able to uphold a positive attitude at all times, even under stressful conditions
Experience supporting remote facilities and users
Ability to follow directions of next level support teams when providing Smart Hands support
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
Deskside / desktop / end-user computer experience, ideally in a corporate environment
Proven ability to handle challenging, rapid-response user support
Proven ability to balance, prioritize and organize multiple tasks
High school diploma (required)
Desired Characteristics
A+ Certification
Microsoft Certified Professional (MCP)
ITIL Foundations
Lean Six Sigma
What you'll get
Work 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 different
Brazilian and privately owned company;
Agility, flexibility, and innovation are in our DNA;
Flat organizational structure which enables faster communication and decision making;
