Job Description Who we are: 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. What will you do? Provide Windows, software, and hardware support, onsite in a corporate environment Stage, provision, and deploy IT machines to end users following best business practices Diagnose, troubleshoot, and implement fixes for a variety of information technology topology Configure, troubleshoot, and deploy mobile devices & other audio/ visual equipment Troubleshoot VPN, and VDI Guide and mentor team members advanced technical level procedures Provide training and feedback, individually and in group settings Coordinate team schedule, Set daily priorities, and workload assignments Create, modify, and follow appropriate KB articles Manage workload via ticketing software Smart Hands remote support for offsite resolver groups Inventory management of IT assets including asset auditing Provide support at other client locations as needed Provide “White Glove” support for senior leadership and VIPs Interface with client and internal leadership, providing updates and alignment Escalation Point for significant events Other duties as assigned What do you need to succeed? 3-5 years corporate deskside support or equivalent experience with strong emphasis supporting Microsoft Windows Ability to manage team priorities and tasks leveraging ITSM ticketing software and workflow processes to ensure adherence to Service Level Agreements Ability to provide training and feedback, individually and in group settings Ability to prioritize and complete and delegate work tasks in a group and independently with minimal supervision Ability to maintain composure while handle challenging, dynamic, rapid-response user support Ability to communicate technical information to non-technical audiences Advanced level experience with Microsoft Office/ Office 365 suite Advanced level experience with computer imaging software and data migration processes (e.g., SCCM, Intune, Autopilot or equivalent) Advanced level understanding of Active Directory (OU/ Domain Trust Relationship concepts) Advanced level understanding of Windows 10 architecture including permissions, file structure and registry Experience with endpoint protection and encryption (Bitlocker) support Advanced level experience using remote desktop support tools Desired Characteristics A Certification Microsoft Certified Professional (MCP) ITIL Foundations Lean Six Sigma Experience creating knowledge documentation Experience providing training and mentoring High school diploma or equivalent required 2 years of management experience including coaching, training, mentoring interviewing, hiring and terminations Good interpersonal skills Excellent attention to detail and organization skills Effective time management and organizational skills Excellent verbal and written communication skills Be a big-thinker, able to think strategically and ready to be and feel a part of the big picture Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes
