Lead Deskside Technician at Stefanini Group

Communicate professionally with client, team, and management.  

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 the team.  

This role is an in person and required to be onsite.

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.

The successful candidate will have to hit the ground running and should have Windows / Citrix support experience and ideally SCCM as well. 

The IT Manager is looking for a seasoned candidate who can help mentor others in the team.

This will be a diverse and challenging position. The overall goal is to ensure that all support tickets 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.

We are looking for an extremely proactive person with a keen interest in technology, who can make suggestions for improvements and offer an opinion on new products. In addition, we are looking for a person with exceptional customer service skills, along with the ability to build effective working relationships with both team members and business users, and a flexible and committed approach to work.

• Deliver service excellence: By 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.
• Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements. 
• 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 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.
• Follow all Safety requirements and complete the client specific safety training 
• Monitor/Work in Ticket Queue while meeting SLA
• Shipping and receiving of equipment
• Break Fix Orders (Non-Warranty and Warranty)
• Check out loaner laptops using site-specific processes if applicable 
• Conference Room Support, AV Support/Zoom/Teams Support
• Mobile Device deployment and support
• Parts Closet maintenance & audits
• Printer break/fix and set up configuration 
• Network drops and set up. 
• Adherence to and continuous update of deployment documentation and checklist
• Participate in meetings with client IT Site Coordinators and others as needed
• Supporting IT equipment in large corporate environment 
• Provide Executive support to customer VIP's 
• Desktop/laptop tech support (Mac and PC) 
• Ensuring end user devices (laptops / desktops / terminals / printers etc.) are patched against known vulnerabilities within agreed remediation SLAs.
• Support mobile devices, printers, scanners, wireless, VPN, etc. 
• IMAC Support - IT equipment Install/Move/Add/Change 
• Inventory management of IT assets including asset auditing 
• Research and troubleshoot problems 
• Maintain system configurations 
• Maintain and updated support documentation
• Ability to research and follow appropriate Knowledge Base articles 
• Remote support as needed 
• Backup, restoration, and migration of user data 
• Printer and peripheral device support 
• Work on-call and provide other after-hours support based on customer needs
• Provide support at other client locations as needed
• Adhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employment
• Monthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDM
• Participate in quarterly 'all-team' meetings as required by SDM
• Assist the TL in developing and implementing improvement plans for service failures (SLAs/KPIs)
• Assist TL with resource management for any projects arising from client, including status reporting and planning
• Engagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibility.
• 
  Knowledge of the following tools and technologies:  
  • Microsoft SCCM (experience building laptops/desktops from SCCM image as well as experience deploying patches, updates, and fixes from SCCM to remote devices)
  • Remote Management/endpoint management tools (i.e., SCCM/ InTune/ Autopilot preferred)[BC1] 
  • Two-factor Authentication (i.e., OKTA) 
  • Active Directory: Users & computers administration 
  • Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS 
  • Bitlocker & TPM 
  • Microsoft Teams - User administration, Room setup, User guidance[BC2]  
  • Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-Fi
  • Understand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path 
  • Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware 
  • Advanced Windows, O365, collaboration tools
  • Service Now experience a plus

     

     Competences Required in this Role:

     5+ years relevant industry knowledge (IT deployments in an international environment)

    • Able to always uphold a positive attitude, even under stressful conditions.
    • Excellent verbal and written communication skills
    • Ability to communicate technical information to non-technical 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.
    • Proven ability to handle challenging, rapid-response user support.
    • Proven ability to balance, prioritize and organize multiple tasks.
    • High school diploma (required)
    •  Attendance and schedule adherence are requirements of this position.
    • Experience supporting remote facilities and users. 
    • Excellent verbal and written communication skills. 
    • 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. 
    • Proven ability to handle challenging, rapid-response user support. 
    • Proven ability to balance, prioritize and organize multiple tasks. 
    • Professional acumen 
    • Valid driver's license[BC3] 
    • 
      Desired Certifications:C4]
       
    • CompTIA A+, Network +, Security +
    • Microsoft Certified Professional (MCP) 
    • ITIL Foundations
    • SCCM / Intune / Auto-pilot preferred[BC

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