Deskside Technician II
Stefanini North America and APAC
Date: 1 day ago
City: Melbourne, Victoria
Contract type: Full time
Details:
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 40 countries across the Americas, Europe, Africa, Australia, and Asia.
What will you do?
Details:
Managed Services Experience: Proven experience working within a Managed Services environment, supporting enterprise- evel users and infrastructure.
Ticketing & Documentation: Proficient with ITSM tools such as ServiceNow, Remedy, or similar. Able to accurately log incidents, service requests, resolutions, and asset updates.
Standards & Compliance: Demonstrated ability to follow SLAs, escalation protocols, and adhere to customer security policies and managed service delivery standards.
Customer Service: Excellent communication and interpersonal skills. Maintains a professional and composed demeanor, even under pressure.
Time Management: Strong ability to manage workloads, meet SLA deadlines, and prioritize tasks based on urgency and impact (within SLA aggrements)
Problem Solving: Capable of working independently with a methodical troubleshooting approach. Knows when and how to escalate appropriately.
Team Collaboration: Comfortable collaborating with remote teams, onsite and remote team members, end users, and third party vendors to ensure seamless support delivery.
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 40 countries across the Americas, Europe, Africa, Australia, and Asia.
What will you do?
- Supporting IT equipment in large corporate environment
- Desktop/laptop tech support (Mac and PC)
- Windows 7/10 operating systems
- Support mobile devices, printers, scanners, wireless, VPN, etc.
- IMAC Support - IT equipment Install/Move/Add/Change
- 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 KB articles
- Ability to work on-call and other after-hours support needs
- May provide Executive support
- 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
- Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV 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
- 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
- Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
- Ability and willingness to learn new technologies
- High School Diploma (required)
- 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
- A+ Certification
- Microsoft Certified Professional (MCP)
- ITIL Foundations
- Lean Six Sigma
- Work with brilliant minds, often within a global capacity;
- Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.
- Brazilian and privately owned company;
- Agility, flexibility, and innovation are in our DNA;
- Flat organizational structure which enables faster communication and decision making;
Details:
Managed Services Experience: Proven experience working within a Managed Services environment, supporting enterprise- evel users and infrastructure.
Ticketing & Documentation: Proficient with ITSM tools such as ServiceNow, Remedy, or similar. Able to accurately log incidents, service requests, resolutions, and asset updates.
Standards & Compliance: Demonstrated ability to follow SLAs, escalation protocols, and adhere to customer security policies and managed service delivery standards.
Customer Service: Excellent communication and interpersonal skills. Maintains a professional and composed demeanor, even under pressure.
Time Management: Strong ability to manage workloads, meet SLA deadlines, and prioritize tasks based on urgency and impact (within SLA aggrements)
Problem Solving: Capable of working independently with a methodical troubleshooting approach. Knows when and how to escalate appropriately.
Team Collaboration: Comfortable collaborating with remote teams, onsite and remote team members, end users, and third party vendors to ensure seamless support delivery.
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