IT Support Specialist Level 2

Stefanini Group is looking for IT Support Specialist Level 2 for a globally recognized company!

For interested applicants, click the apply button or you may reach out to Alfher Hidalgo at / for faster processing. Thank you!



**** Part Time role - Tuesday, Wednesday, Thursday, 8 hours 1st shift hours****





Job Description



We are seeking an experienced Support Technician to join our IT department. This role is vital in maintaining seamless IT service support, serving as a key technical expert for both internal teams and end-users. The ideal candidate will function as an escalation point, delivering expert-level assistance while collaborating closely with IT and Engineering teams to drive an exceptional customer experience.



Primary Responsibilities:Act as a key escalation point for Tier 1 service desk inquiries, ensuring swift, accurate, and professional resolution.Serve as the main point of contact and escalation for IT service desk inquiries, ensuring timely and effective resolution. Provide comprehensive in-office technical support, including:Deskside support (Windows and Mac environments)Audio-Visual (AV) equipment and conferencing support (Zoom and Teams)Networked and local printer troubleshooting and supportWorkstation setups and relocationsTriage incidents and requests to ensure proper categorization and assignment. Maintain meticulous management of all assignment group tickets within ServiceNow, adhering strictly to SLA commitments.Strong experience with O365, O365 Admin, Zoom, Slack, Okta and OneLogin (or similar application and user management platforms) and other software tools for troubleshooting and support. Execute IT onboarding and offboarding processes, ensuring seamless experiences for new hires and secure offboarding. Administer and manage user accounts through Active Directory (on premise and Azure).Operate device management tools, including JAMF, Manage Engine, Intune, and Okta.Utilize ServiceNow for ITIL-based tasks, both as a user and an admin.Actively participate in ITIL-based processes including proactive problem management, incident and request management, and knowledge management.Create, review, and update Knowledge Base articles aimed at enhancing self-service capabilities for IT teams and end-users. Leverage reporting tools and analytics to proactively identify trends, address recurring issues, and recommend improvements to IT processes.Translate technical details into a user-friendly manner for non-technical end-users.Uphold the highest standards in knowledge, asset, incident, change and request management.Function as a subject matter expert, providing insights and solutions to the team and end-users.Collaborate with Engineering and IT Teams as required.Proactively manage hardware asset management based on IT Hardware Life Cycle principles, including making sure assets and associated apps are removed from any platform that requires licensing



Availability Requirement:This is a hybrid position requiring a minimum of three days per week onsite. However, in-office presence is a key expectation, with flexibility to accommodate additional onsite support as needed for company events and special circumstances. Participate in an on-call rotation schedule to provide after-hours and weekend support for high-priority incidents.



Qualifications:Minimum of 3-5 years of professional experience as a Technical Support AnalystBachelor's degree in information technology or related field (preferred)Certified in ITIL (preferred)Comprehensive understanding of ITIL/ITSM principlesProficient in Desktop (Windows and Mac) and Mobile OS'sKnowledgeable with PowerShell scripting (preferred)Demonstrated capability of performing white-glove service to Executive-level end-users

Excellent proven track record supporting clients in a financial environmentExcellent proven customer service based approachProven ability to prioritize tasks and issues according to the business impactGood written and verbal communication skillsGood time management skillsAble to work in a high pressure environmentStrong organizational and analytical skillsAbility to multi-task and work under pressureAbility to work autonomously and within teamFlexible and proactive with a "will do' attitudeTakes responsibility and follows through on issues to closure and root cause resolutionDemonstrable desire to achieve

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