Deskside Technician II

Job Description

Stefanini Group is looking for a Deskside Technician II for a globally recognized company. For interested applicants, click the apply button or reach out Micah Andres at  /  for faster processing.

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.

• Supporting IT equipment in large corporate environment
• Desktop/laptop tech support (Mac and PC)
• Windows 11 operating systems
• Support mobile devices, printers, scanners, wireless, VPN, etc.
• IMAC Support - IT equipment Install/Move/Add/Change
• 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 KB articles
• Ability to work on-call and other after-hours support needs
• May provide Executive support
• 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

• Promote 'customer first' approach with all interactions.
• Provide 1st Level technical support and expertise to end-users across all areas of Technology service delivery (desktop, applications, network, information management), including the installation and configuration of hardware, software and peripheral devices.
• Identify, prioritize and resolve support problems by providing telephone-based, in-person, hands-on and/or remote support (incident management).
• Management and ownership of problems through to resolution.
• Proactively analyze groups of support requests to determine the root causes (problem management) and implement revised work practices to address.
• Classify, log and maintain records for all issues, requests and changes, track until resolution.
• Develop, maintain and continuously review support procedures and other end-user documentation.
• Liaise with support groups, external vendors and/or other stakeholders to ensure support requests are resolved within SLA.
• Consult and liaise with relevant system owners and subject matter experts to develop an understanding of the current and future environment, and underpinning business processes.
• Proactively build and maintain relationships with internal and external suppliers of services.
• Contribution and preparation to the preparation of Technology Department information bulletins for staff.
• Other activities and projects as determined by the needs of the organization identified by the Service Delivery Manager.
• User and group administration within Office 365 and SharePoint Online.
• Assist in the maintenance of asset registers of office technology equipment and software licenses.
• Manage the build and provisioning of devices as required. Minimum 3 years' experience in a similar role within a complex organization.
• Proven experience in delivery of a high level of customer service.
• Demonstrated broad knowledge of ICT environments (including operating systems, network infrastructure, desktop and cloud based applications, telecommunications).
• Demonstrated experience using MS Office Suite of products including Word, Excel and PowerPoint at an Advanced level.
• Office 365 and SharePoint Online administration experience.
• Operational experience at similar events (Desirable).
• Effective communication skills (written and oral).
• Proven problem solving / troubleshooting skills.
• Ability to work with a team and independently.
• Flexibility when faced with ambiguity or…