Desktop Support Engineer - VIP Support

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Overview:

The purpose of this position is to provide day-to-day efficient and effective resolution to the customers as a Sr. Deskside Support Technician. They will ensure customer requests for client-related services (incident resolution and requests) are generated, tracked, escalated and followed through to satisfactory completion.



Objective:

Communicate professionally with coworkers and customers. This position requires excellent communication and problem-solving skills. Individual must be highly process-oriented. 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 other personnel. The ideal candidate will be highly motivated and self-reliant with a desire to learn. This role is a remote & in-person support position representing

Stefanini delivering quality customer service.



Expectations:The Deskside Support Technicians on the account report directly to the Service Delivery Manager and are responsible for providing support to the end-users when the Service Desk is unable to.Problem Solving: This role deals with many incidents/requests for help that, though they may be couched in very different ways by different callers, are often familiar problems. Problem-solving is a combination of how to elicit the appropriate information from a wide range of end-users and deciding how to address the problem.Change: Although this role does not design complex change programs, individuals are required to suggest and support process improvements to realize service excellence, which is critical given the dynamic nature of responsibilities.Individual must consistently demonstrate flexible thinking and seek new solutions for old problems.



Qualifications:Bachelor's degree in information systems or IT related discipline preferred.10 years experience in a Desktop Engineering role required.Must have prior C suite support.Proven experience handling software deployments and patches in multi-thousand endpoint environment comprised of Windows 10 and Mac OSX.Prior experience utilizing End Point Management solutions.Knowledge of network security practices and anti-virus programsExtensive knowledge troubleshooting PC hardware, software and peripheralsProven experience creating, maintaining and updating Group Policy objectsStrong knowledge and support of Microsoft Office 365 applications.Prior experience creating and maintaining Active Directory user accounts and 0365 user mailboxes.Experience maintaining hardware and software asset management systemsPrior experience managing technology projects and deployments.Exposure to PC virtualization technology preferred.Ability to think strategically and deal effectively with competing priorities and demandsStrong problem solving and analytical skillsExcellent communication skills with the ability to deal with stakeholders at all levelsComfortable in a fast-paced, growth-oriented culture.Knowledge of new and emerging enterprise technologies (ex: Intune, Windows Analytics, Autopilot)Experience with ServiceNow ticketing system.Experience providing Virtual Private Network (VPN) client support.Experience supporting A/V equipment (highly desired).Experience with Citrix (highly desired).Understanding of financial applications preferred, Bloomberg, Factset, etc.Experience with security, disk encryption, and anti-virus products.Competent with Zoom Video Conferencing, MS Teams, and WebEx Web Conferencing.Experience in the banking industry is a plus.Must have clean driving record and valid DL.



*Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives*



About Stefanini GroupThe Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas, Europe, Africa and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting, company with global presence. We are CMM Level 5 company.