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 41 countries across the Americas, Europe, Africa, Australia, and Asia.
- Create a cohesive team environment through consistent management
- Coach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues
- Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned
- Perform root cause analysis and identify opportunities to improve efficiencies
- Ensure direct reports meet their goals and follow departmental processes
- Responsible for day to day operations of Service Desk
- Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client
- Acts as a Single Point of Contact (SPOC) for all onsite support services
- Responsible for Service Level attainment and contractual deliverables for onsite support
- Responsible for day-to-day delivery of onsite support services
- Provide performance reporting and conduct weekly and monthly status update meetings related to the program
- Reporting manager to the onsite support resources
- Responsible for onsite support hiring, coaching, counseling, feedback, disciplinary issues, and positive recognition
- Ensures each of the onsite support personnel meet his or her required goals including schedule adherence, attendance, policy adherence, conduct, and performance
- Writes employee performance evaluations, delivers merits, and performs other administrative tasks
- Coordinate ongoing training and identify training requirements
- Provides new technology advisory service, testing, integration, and collaboration
- Provides Problem response and resolution
- Assists with innovation and transformation of the onsite support services
- Implements, monitors, and adheres to Best Practices
- Drives root cause analysis and opportunities for improvement
- Investigates and responds to escalations
- Assists with Quality initiatives
- Performs other duties as assigned
Technician Responsibilities
Support IT equipment in large corporate environment
- Desktop/laptop tech support
- Windows 7/10, Android, and iOS operating systems
- Support mobile devices, printers, scanners, wireless, VPN, etc.
- IMAC/D Support - IT equipment Install/Move/Add/Change and Disposal
- Maintain repairs, spare parts, and components
- Research and troubleshoot problems
- Maintain system configurations and documentation
- Track and resolve customer incidents and requests through the client's ticketing tool
- Troubleshoot and resolve hardware and software issues for Windows devices
- Backup, restoration, and migration of user data
- Smart Hands support with networking, server, and telecommunications technologies
- Printer and peripheral device support
- Inventory management of IT assets including asset auditing
- Ability to research and follow appropriate knowledge base articles
- Ability to work on-call and other after-hours support needs
- Various other tasks associated with deskside services
- May need to be available to provide support at other client locations as needed
- Other duties as assigned
Two years deskside IT support
- Experience supporting Windows OS, Microsoft Office, smart phones, A/V conferencing systems, printers and PC hardware
- Able to uphold a positive attitude at all times, even under stressful conditions
- Experience supporting remote facilities and users
- Ability to follow directions of next level support teams when providing Smart Hands support
- Excellent verbal and written communication skills
- Ability to communicate technical information to nontechnical people
- High level of professionalism and strong personal interaction skills
- Ability to perform in-depth research and troubleshooting for complex technical issues
- Ability to prioritize and complete all work tasks with minimal supervision
- Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
- Ability and willingness to learn new technologies
- Deskside / desktop / end-user computer experience, ideally in a corporate environment
- Proven ability to handle challenging, rapid-response user support
- Proven ability to balance, prioritize and organize multiple tasks
- High school diploma (required)
What you'll get
- Work with brilliant minds, often within a global capacity;
- Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
- Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.
Why we're different
- Brazilian and privately owned company;
- Agility, flexibility, and innovation are in our DNA;
- Flat organizational structure which enables faster communication and decision making;
- Open floor plan environment where collaboration is highly encouraged!