Sr. Deskside Technician

Who we areStefanini 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. What will you do?Supporting IT equipment in large corporate environmentDesktop/laptop tech support (Mac and PC)Windows 7/10 operating systemsSupport mobile devices, printers, scanners, wireless, VPN, etc.IMAC Support - IT equipment Install/Move/Add/ChangeMaintain repairs, spare parts, and componentsResearch and troubleshoot problemsMaintain system configurations and documentationTrack and resolve customer incidents and requests through the client's ticketing toolTroubleshoot and resolve hardware and software issues for Windows devicesBackup, restoration, and migration of user dataSmart Hands support with networking, server, and telecommunications technologiesPrinter and peripheral device supportInventory management of IT assets including asset auditingAbility to research and follow appropriate KB articlesAbility to work on-call and other after-hours support needsMay provide Executive supportVarious other tasks associated with deskside servicesMay need to be available to provide support at other client locations as neededOther duties as assigned



Responsibilities:

Provide IT support to Executive level employees.

Should be able to provide support to Senior level executives on the road, home and in the office.

Should be willing to travel globally.

Should be able to manage and maintain the IT related equipment (hardware and software) used by the executive team.

Ability to provide tactical solution to problems spanning multiple technologies and disciplines.

Work with the executive team to perform computer upgrades and migrations and act as Level 3 support.

Should have the ability to automate routine tasks and processes using PowerShell.

Respond to tickets in accordance with SLA guidelines.

Work with end users, desk side and business partners to design processes to be global.

Collaborates effectively to get things done and able to build solid relationship with team, business, and vendors.





Qualifications and Experience:

Exceptional customer service and teamwork skills. Experience with working with the Leadership a big plus.

Solid understanding of both MAC and Windows OS

Strong Video Conference and presentation support skills

Network fundamentals and support experience (network configs, VPN, printing, etc.)

Working knowledge of Intune and SCCM

Must have 7 years of related experience.

Good to have MS certification.

Willingness to work outside of the standard business hours as necessary





Goals:

To ensure all open tickets are resolved within the defined SLA.

Analyze and solve technical problems

To troubleshoot hardware, software and network issues as mentioned in the tickets.

High level of user satisfaction

Consistent support availability as well on off-hours (Executives might be based in or travel to different time-zones outside EST)