Deskside Technician

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.

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.

• Troubleshooting and repairing hardware issues;
• Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions;
• Preventative maintenance (e.g., lifecycle);
• Proper utilization of Service Now;
• Service Now queue management and Ticket follow-up;
• Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party;
• Critical project support that involves hardware and/or high-touch user experience;
• Perform comprehensive site hardware asset inventory;
• Maintain consumable device inventory count;
• Conduct spare part and loaner pool management;
• Support IMACR/D requests;
• Engage OEM for warranty repairs and follow up on status;
• Escort OEM technicians onsite when needed;
• Assist client with physical support for incidents related to network, datacenter, and other activities as requested;
• Work on child ticket as assigned by Level 2/3 client-provided technical staff.

• At least 3 years of relevant industry experience working with:
• Corporate desk side support with strong emphasis supporting Windows and MacOS and corresponding applications;
• Troubleshooting and replacing hardware on PCs and Mac laptops and desktops;
• Deploying IT equipment (Windows, Mac);
• Imaging and staging PCs;
• Managing the equipment inventory and lifecycle;
• Migrating End User data;
• Moving in scope IT equipment;
• Collecting and coordinating disposal of in scope IT equipment;
• Facilitating third-party vendor on-site presence for Onsite Lifecycle Management;
• Ability to work in a team environment as well as independently;
• Ability to communicate technical information to non-technical audiences;
• Excellent verbal and written communication skills;
• Ability to complete assignments with no supervision and search internally/externally for support information;
• Customer-oriented attitude;
• Ability to travel locally to support other sites, if applicable;
• Valid driver's license if travel is required;
• Attendance and schedule adherence are requirements of this position.

• Competitive salary and benefits package;
• AFB bonus;
• Private health scheme including Private Medical, Dental, Optical and Holiday Travel;
• Extra vacation days;
• Opportunities to learn and develop: training programs;
• Personalized career path within the organization;
• Exposure to an international environment as part of a multicultural team spread across Europe.

• Working hours:
  
  40 working hours per week
• Contract type:
  Permanent
• Working setup (hybrid, on site, remote): 100% onsite

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!

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital…