Deskside Technician

Job Description

The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a client’s desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home.

Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

• Provide swift and professional deskside IT support
• Perform on‑site analysis, diagnosis and resolution of desktop problems for clients recommend and implement corrective solutions
• Install, configure, test, maintain, monitor and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilize tools for building monitoring and troubleshooting client devices
• Participate in Disaster recovery testing exercises
• Uphold procedures for logging, reporting and statistically monitoring desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels
• Other duties as assigned by the Level 2 Support Manager

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.

• Minimum 5 years of relevant experience in a Desktop Support / IT Helpdesk role
• Experience configuring, installing, troubleshooting and repairing printers, PC and laptops
• Hands on experience with Windows 7, Windows 10, Windows 11 and Mac OS support
• Windows 11 Migration
• Hardware / Software Troubleshooting
• Experience with VPN, Soft Phones, Remote Desktop, VDI
• Asset Tracking / Inventory Management
• Phone and Tablet support (Windows, iPhone, iOS, Android)
• Experience with Ticketing System (Service Now)
• Strong Communications Skills
• Excellent proven track record supporting clients in a financial environment
• Excellent proven customer service based approach
• Good written and verbal communication skills
• Good time management skills
• Strong organizational and analytical skills
• Ability to multi‑task and work under pressure
• Ability to work autonomously and within team

• Competitive salary and benefits package
• Private health scheme including Private Medical, Dental, Optical and Holiday Travel
• Insurance applied according to company policy
• 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

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 transformation we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate and be part of something bigger the Stefanini Group is your place.

We want to inform you that there are currently scams targeting job seekers by falsely using our company’s name Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information please disregard them.

If you suspect you’ve been targeted please contact us immediately for verification.