Deskside Technician

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. Please note this is a 6 month fixed term contract.

Responsibilities:

• Provide swift and professional deskside IT support for both Windows and MAC.
• 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 BLK 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 BLK tools for building, monitoring and troubleshooting client devices.
• Participate in Disaster recovery testing exercises.
• Upholding 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.

Requirements:

• Excellent proven track record supporting clients in a financial environment.
• Excellent proven customer service based approach.
• Proven ability to prioritize tasks and issues according to the business impact.
• Good written and verbal communication skills.
• Good time management skills.
• Able to work in a high pressure environment.
• Strong organizational and analytical skills.
• Ability to multi-task and work under pressure.
• Ability to work autonomously and within team.
• Flexible and proactive with a "will do" attitude.
• Takes responsibility and follows through on issues to closure and root cause resolution.
• Demonstrable desire to achieve.

What we offer:

• Competitive salary and benefits package.
• Private health scheme including Private Medical, Dental, Optical and Holiday Travel Insurance that are 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.

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!

About us:

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.