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Stefanini North America and APAC is Hiring a Deskside Technician II Near Melbourne, FL
Who We AreFor 35 years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. Job Description
Access Facilitator Rights Provisioning
Administer and assign entitlement permissions to employees
Resolve idiosyncrasies with network / application rights and entitlements for employees
Escalate / Follow-up with resolver groups to ensure completion of incidents and requests
Interface with employees providing updates on resolution status
Assist international and employees from other sites with basic support needs to connect computers the local network.
Daily and Weekly review and reporting of ticket and Ticket SLA Monitoring and Escalations with Support Groups. Identification of trends, enforcing total contact management and control process adherence
Monitor re-opened tickets and bouncing tickets to ensure ownership and resolution
Provide process analysis and recommendations for process improvements for troubled and/or problematic groups or tickets
Provide backup support at Tech Hub
Manage workload via ticketing software
Provide Windows, software, and hardware support, onsite in a corporate environment
Stage, provision, and deploy IT machines to end users following best business practices
Diagnose, troubleshoot, and implement fixes for a variety of technology
Configure, troubleshoot, and deploy mobile devices & other audio / visual equipment
Troubleshoot VPN and VDI connectivity
Follow appropriate KB articles
Prioritize and complete work in a group and independently with minimal supervision
Communicate technical information to non-technical audiences
Inventory management of IT assets including asset auditing
Other duties as assigned
Requirements
1 years corporate deskside support or equivalent experience
Excellent troubleshooting capability
Ability to maintain composure while handle challenging, dynamic, rapid-response user support
Experience with Microsoft Office / Office 365 suite
Experience with computer imaging software and data migration processes (e.g., SCCM, Intune)
High School Diploma or equivalent
Maintain valid driver's license
Walk, bend, stand for prolong periods of time, and lift equipment up to 50 pounds
Demonstrate high level of professionalism and strong personal interaction skills
Maintain neat and professional work area and appearance in compliance with site policies
Ability to pass standard panel drug screening and background check
Adhere to assigned shift schedule
Desired Characteristics
A Certification
Microsoft Certified Professional (MCP)
Windows architecture including permissions and file structure