IT-Technician

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.

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. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can't resolve.

Job Responsibilities
Provide support that consistently meets or exceeds Customer expectations
Identify, analyse, and repair product failures. Order and replace parts as needed
Support and maintain user account information including rights, security and systems groups
Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary
Provide troubleshooting and problem resolution support for all network devices
Coordinate with third-party vendors to resolve hardware and software problems, as required
Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue at location/onsite
Interface with hardware and software vendors for planning and problem resolution
Interface with manufacturers and third-party vendors for technical assistance
Execute the installation of PCs, peripherals and LAN-based equipment
Assist with setting up security, file access and other administrative procedures associated with moves
Move workstations, peripherals and telecommunications equipment, as required
Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC's
Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC's
Test completed IMAC's and verify acceptance by end user
Document changes to inventory use and configuration
AV and Conference support with software such as Webex, Skype for Business, Zoom etc.

At least 5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements
ITIL V3 Foundation Certification (recommended)
Microsoft Operating System / Office Certification(s) will be an asset
Advanced MS Office 365 skills
Scripting, coding skill will be considered an advantage
Able to solve simple hardware issues
iOS, Android advanced user, Basic Networking skills
Knowledge of Active Directory, permissions
Team Player and Analytical Thinking
Open and positive personality and ability to manage stress effectively
Customer oriented (Service awareness) with good interpersonal and communication skills
Able to adapt in a fast evolving technology environment and ability to learn
Able to assume day to day responsibilities generating specific deliverables
Relationship-builder, at ease with people and capable of quickly building trust
Language skills: Proficiency in local language and a good level of English.

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.

Diversity & Inclusion
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!

Network Devices, Workstations, Physical inventory, Delivery, Problem Management, Support Network, Escalation Point, External Suppliers, Planning, Incident, Onsite Support, IOS : IOS software, Proactivity, Coordination, Peripheral, Fast Pace, Party Vendors, Software Issue, Skype for Business, Offering Support, Ambition, Stress tolerance, Equipment Setup, Networking, Repairing, User Account, MS Office Suite, Failure Analysis, Android Development, Installation, Customer Service, Problem Management, Conference Support, Practicality, Communication, iMac, Asset, Support Requests, Security service, Acting, Building Trust, Permissions, Technology, Hardware, Hardware Issues, Language Skills, Customer Oriented, VOS, Telephone Skills, Tier 2, Software Support, Cables, WebEx, Active Directory, Software Vendor, AV, Configuration, Service, Account Information, Education, ITIL Process