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Deskside Technician I

Job Description

Who we areStefanini 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 hardware/software support services to onsite client including break/fixImplement virus detection and eradication proceduresDiagnose end-user system failures and implement repair solutionsDiagnose printer and other peripheral devise failures and implement repair solutionsTroubleshoot network devices in order to ensure connectivity from the PC to the NetworkProvide hardware/software support services to onsite client including break/fixImplement virus detection and eradication proceduresDiagnose end-user system failures and implement repair solutionsDiagnose printer and other peripheral devise failures and implement repair solutionsTroubleshoot network devices in order to ensure connectivity from the PC to the NetworkWhat do you need to succeed?
  • 3 years corporate desk side support experience with strong emphasis supporting Windows 7 and Windows 10
  • Experience troubleshooting and replacing hardware on Lenovo PCs
  • Experience using Active Directory
  • Experience supporting Microsoft Office 2007, Microsoft Office 2016 including MS Lync, Microsoft Outlook Web Application (OWA) and the Outlook 2016 client
  • Experience troubleshooting wireless connectivity issues
  • Quality Customer Service skills
  • VPN experience.
  • Experience with basic hardware printer support
  • Experience with Symantec productions including Endpoint Protection, Bitlocker, SCCM, and RDP
  • 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 trainings 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.
  • Take a look for yourselfHere's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY

    Job Requirements

    The purpose of this position is to provide day-to-day efficient and effective resolution to client's

    customers as a Deskside Technician. They will ensure customer requests for client-related services

    (incident resolution and requests) are generated, tracked, escalated and followed through to

    satisfactory completion.


    Communicate professionally with coworkers and customers. This position requires excellent

    communication and problem-solving skills. Individual must be highly process-oriented. The

    individual must possess expert-level technical knowledge of a specific field of technical operations

    and be able to provide ideas, feedback, and support to other personnel. The ideal candidate will be

    highly motivated and self-reliant with a desire to learn. This role is a phone & in-person support

    position representing Stefanini delivering quality customer service.

    Expectations for Deskside Technicians

    The Deskside Technicians on the project will report directly to the Service Delivery

    Manager and are responsible for providing support for the client's end-users when the Service Desk

    is unable to.

    Problem Solving: This role deals with many incidents/requests for help that, though they may be

    couched in very different ways by different callers, are often familiar problems. Problem-solving is

    a combination of how to elicit the appropriate information from a wide range of callers and

    deciding how to address the problem.

    Change: Although this role does not design complex change programs, individuals are required to

    suggest and support process improvements to realize service excellence, which is critical given the

    dynamic nature of responsibilities. Individual must consistently demonstrate flexible thinking and

    seeks new solutions for old problems.


    All Stefanini Deskside Technicians are expected to have a complete understanding of and adhere to

    the below duties.


    Expected Work:

    Understand and record requirements: to satisfy requests for service by identifying the nature of the

    request, recording detailed requirements.

    * Deliver service excellence: With using various tools, consistently apply solutions to meet

    and/or exceed service levels for infrastructure problems and/or requests. Usually by

    providing an answer personally but where appropriate by identifying and passing the

    request on to the appropriate support provider specialist.

    * Escalate major issues (P1/P2): to identify major service issues where these would have a

    broader impact and take immediate steps to bring these to the attention of those affected

    and those who can resolve them.

    * Communicate: With use of knowledge and troubleshooting, communicate about any

    potential issues found and suggest with solutions.

    * Ownership: End-to-end ownership, providing pro-active status updates of issues and cases

    with users, internals, and with vendors.

    * Update systems: to maintain databases/knowledgebase or systems with information

    following the resolution of incidents and requests.

    * Maintain knowledge: to apply oneself to learning new products, features, and trends to be

    able to deal highly effectively with providing service excellence.

    * Documentation: team member must assist and create documentation and checklists that

    standardizes day to day activities. These documents must be reviewed by management and

    client for approval and then followed consistently thereafter.

    * Team contribution: To assist the peer team members, team leaders, process managers, or

    other support provider colleagues by undertaking specific tasks relating to the team

    environment or longer-term development or work of the team.

    * Follow all Safety requirements and complete client's specific safety training (if

    applicable)

    * Executive/VIP Support: provide day-to-day white glove process and technical support for

    Senior Executives and their Administrative Assistants. This role requires a very high level

    of technical proficiency and requires an individual with strong communication skills. The

    team member must quickly and effectively diagnose and resolve issues related to PCs,

    laptops, mobile devices, printers, videoconferencing, and potentially local network issues.

    * Monitor/Work in Service Now Incident Ticket Queue while meeting SLA. Walk-Up

    Service

    (creating a ticket for every Walk-Up encountered)

    * Off-site support (where applicable, travel to other client's locations) and after-hours

    support

    * Shipping and receiving of equipment

    * PC equipment moves

    * Break Fix Orders (Non-Warranty and Warranty)

    * Check out loaner laptops using site-specific processes if applicable

    * Off-site support (conference centers)

    * Conference Room Support, AV Support / Zoom / Teams Support

    * Mobile Device deployment and support

    * Parts Closet maintenance & audits

    * Maintain inventory control and provide regular inventory count

    * Printer break/fix and set up configuration

    * Toner maintenance (where applicable)

    * Limited Mac support

    * Network drops and set up

    * Set up VOIP phones

    * Follow the Deployment checklist

    * Continuous update of deployment documentation and checklist

    * Participate in meetings with client's IT Site Coordinators and others as needed

    * Communicate and document any process improvement suggestions using the Knowledge

    Base Guidelines

    Knowledge of the following tools and technologies:

    * Remote Management /endpoint management tools (i.e. TeamViewer, Ivanti,

    Airwatch)

    * Two-factor Authentication (i.e. inWebo, OKTA)

    * Windows 7 & 10

    * iOS

    * Service Now

    * Active Directory - Users & computers administration

    * Active Directory- Understand the concepts of Policies, OUs, LDAP, LAPS

    * Bitlocker & TPM

    * Pulse Secure

    * Zoom - User administration, Room setup, User guidance

    * Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi

    Survey,

    o Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY,

    UNC Path.

    Competencies Required in this Role

    * Self-Confident Integrity - Acts with integrity. Stands up for convictions and

    values and takes difficult decisions.

    * Team Commitment - Works co-operatively as a member of a team and is

    committed to the overall team objectives rather than own interests.

    * Learning from Experience - Actively learns from own failures and successes

    and those of others on a continuous basis.

    * Objective Analytical Power - Develops accurate, objective assessments of

    issues even in complex or difficult situations.

    * Practical Creativity - Demonstrates flexibility in thinking. Creates new business

    insights, which can be turned into realistic plans.

    * Influencing Others - Successfully builds support for ideas without the use of

    hierarchical power. Builds effective relationships with colleagues, and

    customers.

    * Entrepreneurial Drive - Is energetic and tenacious in improving business

    results. Takes initiative often-involving calculated risks.


    The Deskside technician is expected to communicate promptly when additional responsibilities are

    requested by the client. Examples are listed below. The Service Delivery Manager will work with the

    appropriate client's contacts to determine what preparation is needed to take on these

    responsibilities and how current priorities and workload will be affected. The Service Delivery

    Manager will communicate that back with the Technicians.

    Job Snapshot

    Location US-NY-New York
    Employment Type Full-Time
    Pay Type Year
    Pay Rate N/A
    Store Type IT & Technical
    Apply

    Company Overview

    Stefanini

    Stefanini brings decades of IT outsourcing expertise to clients around the globe. We support mid-size and large corporations through offshore, onshore and nearshore IT managed services, systems integration, consulting and strategic staffing. Our service offerings include: IT infrastructure outsourcing (helpdesk/desktop services and data center), application development/systems integration, ERP/SAP consulting, asset management, and strategic IT staffing solutions. Our more than 24,000 employees delivering support in 35 languages, within 88 offices with a direct presence in 40 countries across the Americas, Europe, Africa, Australia and Asia is why our IT outsourcing solutions are used by some of the largest multinational companies in the world. Learn More

    Contact Information

    US-NY-New York
    Gabriel Angelo Ng
    Snapshot
    Stefanini
    Company:
    US-NY-New York
    Location:
    Full-Time
    Employment Type:
    Year
    Pay Type:
    N/A
    Pay Rate:
    IT & Technical
    Store Type:

    Job Description

    Who we areStefanini 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 hardware/software support services to onsite client including break/fixImplement virus detection and eradication proceduresDiagnose end-user system failures and implement repair solutionsDiagnose printer and other peripheral devise failures and implement repair solutionsTroubleshoot network devices in order to ensure connectivity from the PC to the NetworkProvide hardware/software support services to onsite client including break/fixImplement virus detection and eradication proceduresDiagnose end-user system failures and implement repair solutionsDiagnose printer and other peripheral devise failures and implement repair solutionsTroubleshoot network devices in order to ensure connectivity from the PC to the NetworkWhat do you need to succeed?
  • 3 years corporate desk side support experience with strong emphasis supporting Windows 7 and Windows 10
  • Experience troubleshooting and replacing hardware on Lenovo PCs
  • Experience using Active Directory
  • Experience supporting Microsoft Office 2007, Microsoft Office 2016 including MS Lync, Microsoft Outlook Web Application (OWA) and the Outlook 2016 client
  • Experience troubleshooting wireless connectivity issues
  • Quality Customer Service skills
  • VPN experience.
  • Experience with basic hardware printer support
  • Experience with Symantec productions including Endpoint Protection, Bitlocker, SCCM, and RDP
  • 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 trainings 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.
  • Take a look for yourselfHere's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY

    Job Requirements

    The purpose of this position is to provide day-to-day efficient and effective resolution to client's

    customers as a Deskside Technician. They will ensure customer requests for client-related services

    (incident resolution and requests) are generated, tracked, escalated and followed through to

    satisfactory completion.


    Communicate professionally with coworkers and customers. This position requires excellent

    communication and problem-solving skills. Individual must be highly process-oriented. The

    individual must possess expert-level technical knowledge of a specific field of technical operations

    and be able to provide ideas, feedback, and support to other personnel. The ideal candidate will be

    highly motivated and self-reliant with a desire to learn. This role is a phone & in-person support

    position representing Stefanini delivering quality customer service.

    Expectations for Deskside Technicians

    The Deskside Technicians on the project will report directly to the Service Delivery

    Manager and are responsible for providing support for the client's end-users when the Service Desk

    is unable to.

    Problem Solving: This role deals with many incidents/requests for help that, though they may be

    couched in very different ways by different callers, are often familiar problems. Problem-solving is

    a combination of how to elicit the appropriate information from a wide range of callers and

    deciding how to address the problem.

    Change: Although this role does not design complex change programs, individuals are required to

    suggest and support process improvements to realize service excellence, which is critical given the

    dynamic nature of responsibilities. Individual must consistently demonstrate flexible thinking and

    seeks new solutions for old problems.


    All Stefanini Deskside Technicians are expected to have a complete understanding of and adhere to

    the below duties.


    Expected Work:

    Understand and record requirements: to satisfy requests for service by identifying the nature of the

    request, recording detailed requirements.

    * Deliver service excellence: With using various tools, consistently apply solutions to meet

    and/or exceed service levels for infrastructure problems and/or requests. Usually by

    providing an answer personally but where appropriate by identifying and passing the

    request on to the appropriate support provider specialist.

    * Escalate major issues (P1/P2): to identify major service issues where these would have a

    broader impact and take immediate steps to bring these to the attention of those affected

    and those who can resolve them.

    * Communicate: With use of knowledge and troubleshooting, communicate about any

    potential issues found and suggest with solutions.

    * Ownership: End-to-end ownership, providing pro-active status updates of issues and cases

    with users, internals, and with vendors.

    * Update systems: to maintain databases/knowledgebase or systems with information

    following the resolution of incidents and requests.

    * Maintain knowledge: to apply oneself to learning new products, features, and trends to be

    able to deal highly effectively with providing service excellence.

    * Documentation: team member must assist and create documentation and checklists that

    standardizes day to day activities. These documents must be reviewed by management and

    client for approval and then followed consistently thereafter.

    * Team contribution: To assist the peer team members, team leaders, process managers, or

    other support provider colleagues by undertaking specific tasks relating to the team

    environment or longer-term development or work of the team.

    * Follow all Safety requirements and complete client's specific safety training (if

    applicable)

    * Executive/VIP Support: provide day-to-day white glove process and technical support for

    Senior Executives and their Administrative Assistants. This role requires a very high level

    of technical proficiency and requires an individual with strong communication skills. The

    team member must quickly and effectively diagnose and resolve issues related to PCs,

    laptops, mobile devices, printers, videoconferencing, and potentially local network issues.

    * Monitor/Work in Service Now Incident Ticket Queue while meeting SLA. Walk-Up

    Service

    (creating a ticket for every Walk-Up encountered)

    * Off-site support (where applicable, travel to other client's locations) and after-hours

    support

    * Shipping and receiving of equipment

    * PC equipment moves

    * Break Fix Orders (Non-Warranty and Warranty)

    * Check out loaner laptops using site-specific processes if applicable

    * Off-site support (conference centers)

    * Conference Room Support, AV Support / Zoom / Teams Support

    * Mobile Device deployment and support

    * Parts Closet maintenance & audits

    * Maintain inventory control and provide regular inventory count

    * Printer break/fix and set up configuration

    * Toner maintenance (where applicable)

    * Limited Mac support

    * Network drops and set up

    * Set up VOIP phones

    * Follow the Deployment checklist

    * Continuous update of deployment documentation and checklist

    * Participate in meetings with client's IT Site Coordinators and others as needed

    * Communicate and document any process improvement suggestions using the Knowledge

    Base Guidelines

    Knowledge of the following tools and technologies:

    * Remote Management /endpoint management tools (i.e. TeamViewer, Ivanti,

    Airwatch)

    * Two-factor Authentication (i.e. inWebo, OKTA)

    * Windows 7 & 10

    * iOS

    * Service Now

    * Active Directory - Users & computers administration

    * Active Directory- Understand the concepts of Policies, OUs, LDAP, LAPS

    * Bitlocker & TPM

    * Pulse Secure

    * Zoom - User administration, Room setup, User guidance

    * Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi

    Survey,

    o Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY,

    UNC Path.

    Competencies Required in this Role

    * Self-Confident Integrity - Acts with integrity. Stands up for convictions and

    values and takes difficult decisions.

    * Team Commitment - Works co-operatively as a member of a team and is

    committed to the overall team objectives rather than own interests.

    * Learning from Experience - Actively learns from own failures and successes

    and those of others on a continuous basis.

    * Objective Analytical Power - Develops accurate, objective assessments of

    issues even in complex or difficult situations.

    * Practical Creativity - Demonstrates flexibility in thinking. Creates new business

    insights, which can be turned into realistic plans.

    * Influencing Others - Successfully builds support for ideas without the use of

    hierarchical power. Builds effective relationships with colleagues, and

    customers.

    * Entrepreneurial Drive - Is energetic and tenacious in improving business

    results. Takes initiative often-involving calculated risks.


    The Deskside technician is expected to communicate promptly when additional responsibilities are

    requested by the client. Examples are listed below. The Service Delivery Manager will work with the

    appropriate client's contacts to determine what preparation is needed to take on these

    responsibilities and how current priorities and workload will be affected. The Service Delivery

    Manager will communicate that back with the Technicians.

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