Senior Deskside Technician

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.

As Senior Deskside Technician, you will have a primary responsibility on an EMEA cluster scope, which typically includes support of retail sites and corporate sites. The support would be located in London, covering a particular cluster including UK, Ireland, Denmark and Sweden with headquarter office, stores and warehouse sites.

Job Responsibilities

• Troubleshooting and repairing hardware issues, providing proximity support for specialized systems within the technician's local area of responsibility;
• Installing customer's approved software;
• Basic network troubleshooting;
• Isolating or resolving customer's supported printer and multi-function device issues;
• Providing advanced software troubleshooting and support remotely using support tools and processes;
• Troubleshooting mobile device issues and remote access issues;
• Escalating Tickets that cannot be resolved by Stefanini to the appropriate client or third-party support group for resolution;
• Conduct spare part and loaner pool management;
• Contribute to the creation of KB and sharing shift-left knowledge from Field Service to Service Desk;
• Install/Move/Add/Change/Remove/Dispose (IMACR/D) Services;
• Cascading Deploying PCs/Macs to end users;
• Carry out new joiner onboarding when required;
• Deploying IT equipment; imaging and staging PCs/Macs or mobile devices (includes activation where necessary on respective regional carrier);
• Managing the equipment inventory & lifecycle following a customer's-approved process;
• Communicate with EMEA IT team on day to day, escalation, issues;
• Directly engage in general IT support as required. This may include, amongst other things:
• Face to Face and remote desktop and basic POS support
• HO & Back Office team support
• Setup and configuration of new routers, switches and firewalls
• Hardware support (Workstation, laptop, printer repair and replacement)
• Site hardware audits
• Managing traffic counters
• Software deployment and trouble shooting
• Onsite cabling
• Managing infrastructure for payment terminals (varies across region)
• Ensuring in-store music solutions are available and fit for purpose

Job Requirements

• Bachelor's degree and/or equivalent experience in Information Technology or Computer Science;
• Proven ability to deliver multi-site infrastructure related projects;
• The ability to manage multiple projects / activities at a time, and to prioritise appropriately;
• Excellent written and verbal communication skills;
• Flexibility to work outside of working hours as necessary;
• The ability to travel 20% of the time within Europe;
• Excellent problem solving abilities;
• A solid, working understanding of Windows domain services (DNS, DHCP, RADIUS, etc.);
• Fluent in English;
• Must have authorization to work and remain in the UK.

Nice to have:

• Experience in Luxury Retail
• Relevant technical qualification (MCITP / CCNA / VCP etc.)
• Experience in delivering UCaaS / CCaaS technologies
• One or more of the following languages: German, Italian, Spanish, Dutch, French.
• Experience working across multiple regions and cultures

What we offer:

• Competitive salary and benefits package including monthly absence free bonus;
• 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;