Job Description

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.

This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can't resolve.

Job responsibilities

- Provide face-to-face IT support for users, ensuring timely and effective resolution of issues.
- Manage support queues using ServiceNow, maintaining efficient ticket handling and prioritization.
- Demonstrate the ability to multi-task, adhere to processes and procedures, and follow pre-established guidelines.
- Coordinate with third-party vendors to resolve hardware and software issues as required.
- Perform hardware installation, relocation, and de-installation tasks.
- Diagnose and resolve issues related to personal hardware, including PCs, laptops, printers, and scanners.
- Maintain, analyze, and troubleshoot end-user computing problems, both hardware and software-related.
- Test system and application changes and prepare scripts in MS Windows 11 and MS Office 365 environments.
- Conduct basic Microsoft 365 administration, including Entra ID and Intune management.
- Install and configure equipment, cables, outlets, and other hardware required for IMAC implementations.
- Manage Windows 11 software, patches, and updates using Intune and Autopilot.
- Provide support for AV rooms and conferences, utilizing software such as MS Teams and Zoom.
- Offer remote and onsite support to users in other locations within the country as needed.
- Troubleshoot and resolve issues with warehouse equipment, such as label printers and handheld scanners.
- Handle user onboarding and offboarding processes efficiently.
- Maintain and manage mobile devices using MDM via Intune.
- Lead asset refresh campaigns within the country, ensuring smooth execution.
- Keep CMDB records updated using ServiceNow.
- Coordinate and manage local IT projects as required.
- Oversee equipment ordering, coordination,



and stock management.
- Deliver VIP support with a high level of professionalism and efficiency.

- At least 5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements
- A minimum of 3 years of experience in an IT support role.
- Proficiency in Windows 10/11 and MS Office 365 environments.
- Strong diagnostic skills for hardware issues, including PCs, laptops, and printers.
- ITIL certification is an advantage
- Familiarity with ServiceNow is highly desirable.
- Knowledge of remote administrative tools in Windows 10/11 environments.
- Understanding of LAN, wireless, and VPN technologies for basic troubleshooting.
- Experience with Intune and Autopilot for device management.
- Working knowledge of Active Directory and MS Azure.
- Familiarity with network-connected printers and multifunctional devices.
- A willingness to learn and adapt to new technologies.
- Positive and proactive attitude with strong teamwork capabilities.
- Excellent communication skills and a focus on service delivery.
- Ability to manage stress and handle workloads effectively.
- Experience with Zebra devices is considered an advantage.
- Fluency in both the local language and English is required.

The preceding job description had 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.
What we offer:

- Special referral bonuses for recommending your friends;
- Meal vouchers
- The possibility to following trainings via Linkedin Learning ,IT and soft skills training provided by our specialists.
- Opportunities for professional development in a stable multinational environment.
- 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 [email protected] and we'll be happy to assist! Diversity & InclusionHere 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 usWe are the Stefanini group, a integral tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place. We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.

If you suspect you've been targeted, please contact us immediately at [email protected] for verification.

Key Points to Remember:

- Legitimate job offers only follow interviews conducted with our hiring managers or clients.
- We will never ask for payment at any stage of the recruitment process.

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.
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📌 Deskside Technician (San Fernando)
🏢 Stefanini Emea
📍 San Fernando