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. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.
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 client 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
Other duties as assigned by the Level 2 Support Manager
Job 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
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 including monthly absence free bonus;
Private health scheme including Private Medical, Dental, Optical and Holiday Travel Insurance that are applied according to company policy;
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.
What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
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.
Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.
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