Stefanini Group is looking for a Deskside Professional - VIP Support for a globally recognized company based in Alpharetta, GA.
Exciting opportunity awaits! Let us help you get started. Call Shoshanna -
The purpose of this position is to provide day-to-day efficient and effective resolution to the customers as a Sr. Deskside Technician. They will ensure customer requests for client-related services (incident resolution and requests) are generated, tracked, escalated and followed through to satisfactory completion.
Communicate professionally with coworkers and customers
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
This role is a remote & in-person support position
Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements.
Deliver service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist.Escalate major issues (P1/P2): to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them.Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.Team contribution: To assist the peer team members, team leaders, process managers, or other support provider colleagues by undertaking specific tasks relating to the team environment or longer-term development or work of the team. Follow all Safety requirements and complete the client specific safety training Monitor/Work in Ticket Queue while meeting SLAWalk-Up Service (creating a ticket for every Walk-Up encountered)Shipping and receiving of equipmentBreak Fix Orders (Non-Warranty and Warranty)Check out loaner laptops using site-specific processes if applicable Conference Room Support, AV Support/Zoom/Teams SupportMobile Device deployment and supportParts Closet maintenance & auditsPrinter break/fix and set up configuration Toner maintenance (where applicable)Network drops and set up Setup VOIP phonesAdherence to and continuous update of deployment documentation and checklistParticipate in meetings with client IT Site Coordinators and others as neededSupporting IT equipment in large corporate environment Provide Executive support to customer VIP's Travel with VIP for major events/conferences as requiredDesktop/laptop tech support (Mac and PC) Support mobile devices, printers, scanners, wireless, VPN, etc. IMAC Support - IT equipment Install/Move/Add/Change Inventory management of IT assets including asset auditing Research and troubleshoot problems Maintain system configurations Maintain and updated support documentation Ability to research and follow appropriate Knowledge Base articles Remote support as needed Backup, restoration, and migration of user data Printer and peripheral device support Work on-call and provide other after-hours support based on customer needsHome office support as deemed necessary by the customer Provide support at other client locations as needed
Knowledge of the following tools and technologies:
Remote Management/endpoint management tools (i.e. TeamViewer, Ivanti, Airwatch) Two-factor Authentication (i.e. inWebo, OKTA) Active Directory: Users & computers administration Active Directory: Understand the concepts of Policies, OUs, LDAP, LAPS Bitlocker & TPM Pulse Secure Zoom - User administration, Room setup, User guidance Networking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-FiUnderstand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC Path Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware Advanced Windows, O365, collaboration tools
Competences Required in this Role:
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. Proven ability to handle challenging, rapid-response user support. Proven ability to balance, prioritize and organize multiple tasks. Professional acumen Valid driver's license
Desired Characteristics: A+ Certification Microsoft Certified Professional (MCP) ITIL Foundations Lean Six Sigma