Deskside Technician II

Who we areStefanini 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 environmentDesktop/laptop tech support (Mac and PC)Windows 7/10 operating systemsSupport mobile devices, printers, scanners, wireless, VPN, etc.IMAC Support - IT equipment Install/Move/Add/ChangeMaintain repairs, spare parts, and componentsResearch and troubleshoot problemsMaintain system configurations and documentationTrack and resolve customer incidents and requests through the client's ticketing toolTroubleshoot and resolve hardware and software issues for Windows devicesBackup, restoration, and migration of user dataSmart Hands support with networking, server, and telecommunications technologiesPrinter and peripheral device supportInventory management of IT assets including asset auditingAbility to research and follow appropriate KB articlesAbility to work on-call and other after-hours support needsMay provide Executive supportVarious other tasks associated with deskside servicesMay need to be available to provide support at other client locations as neededOther duties as assigned Skills and Competencies:

Strong ability to react quickly and to handle stress in any situation with our users, in a client-facing environmentKnow how-to-be. Punctuality and availability are keyStrong proactive communications skills, entrepreneurial approach, and ability to function in a fast-paced environmentCoordination ability; managing communication, and delivering in a timely mannerOrganized and detail-oriented, with a strong ability to manage multiple tasks simultaneously with un-prompted follow throughStrong analysis, troubleshooting and problem-solving skillsHands-on experience with troubleshooting and repairing complex IT issues Ability to perform basic troubleshooting steps related to rack-mounted equipment (checking power and network connections).









Tasks and Responsibilities

Responsible for the Users' support:Provide 'white gloves' services to our users, in a client-facing environmentManage all issues and tickets end-to-end with our users, in terms of hardware and applications. Level 1 & 2 support

Responsible for the RUN of the flagship store:Manage level 1 & 2 support of all workstations, in terms of hardware (Dell desktop and laptops, iPhone, iPads, Printers, Scanners, Payment Terminals) and applications (O365, Cegid POS, Salesforce mobile app, Reservation platform).Level 1 support the overall IT infrastructure of the location, including the conference rooms equipment and the network equipment (IT closets, WiFi ).

Double reporting:To the IT Manager, for all IT related questions, escalations and status reportsTo the onsite Retail Operations Manager of the flagship store, for day-to-day and tasks prioritization

While this assignment requires to be located at the flagship store, the IT support will maintain a close collaboration with the IT team (~25 persons) located in the corporate office in New York City, NY

Work closely and regularly train the Service desk team in charge of the level 1 support of all Dior users. Provide knowledge-based articles content & document repository when needed



Requirements:

4 years or more of experience in IT in a similar position10 years of total experience in ITPrevious experience in a Retail business environmentBachelor's degree in computer science or equivalentProficiency in IT Workplace support (desktop, laptop, monitor, mouse, keyboard, printer )Proficiency in Digital workplace: Windows 10 (&11), Microsoft Office 365 including Teams and OneDrive, Chrome, MS Edge, ZOOMExpertise in Microsoft Active DirectoryKnowledge of Workspace ONE Knowledge of ITSM tool (ServiceNow)Knowledge of Asset Management ToolsFamiliar with POS software such as Cegid, Oracle Retail, or others POSBasic understanding of IT rack organization, cabling best practices. Familiarity with standard IT rack components (firewall, switches, UPS ) and their basic functions.

What you'll getWork 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. Why we're differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making;

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