What are the responsibilities and job description for the Deskside Technician II position at Stefanini Group?
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:
What do you need to succeed?
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?
- Apple Mac and iPhone hardware repair.
- Manage Apple relationship, equipment ordering and repair, and administrative requirements from Apple.
- Manage GSX portal.
- Order and use of Apple / OEM (Original Equipment Manufacturer) approved parts.
- Supporting IT equipment in large corporate environment
- Desktop/laptop tech support (Mac and PC)
- 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 Mac devices
- Backup, restoration, and migration of user data
- Smart Hands support with networking, server, and telecommunications technologies
- 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
- 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
- Fully onsite position, Mon-Fri 8am-5pm.
Details:
What do you need to succeed?
- 1 year minimum experience supporting Mac OS and general repairs for Macs and iPhones.
- Apple repair certification
- Experienced with Apple GSX Portal
- ServiceNow experience is a plus.
- 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
- Apple repair certification
- ITIL Foundations
- Lean Six Sigma
- Work with brilliant minds, often within a global capacity;
- Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
- 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;
