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Form of workWho we are:
For 35+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
Job Description
- Access Facilitator Rights Provisioning
- Administer and assign entitlement permissions to employees
- Resolve idiosyncrasies with network / application rights and entitlements for employees
- Escalate / Follow-up with resolver groups to ensure completion of incidents and requests
- Interface with employees providing updates on resolution status
- Assist international and employees from other sites with basic support needs to connect computers the local network.
- Daily and Weekly review and reporting of ticket and Ticket SLA Monitoring and Escalations with Support Groups. Identification of trends, enforcing total contact management and control process adherence
- Monitor re-opened tickets and bouncing tickets to ensure ownership and resolution
- Provide process analysis and recommendations for process improvements for troubled and/or problematic groups or tickets
- Provide backup support at Tech Hub
- Manage workload via ticketing software
- Provide Windows, software, and hardware support, onsite in a corporate environment
- Stage, provision, and deploy IT machines to end users following best business practices
- Diagnose, troubleshoot, and implement fixes for a variety of technology
- Configure, troubleshoot, and deploy mobile devices & other audio / visual equipment
- Troubleshoot VPN and VDI connectivity
- Follow appropriate KB articles
- Prioritize and complete work in a group and independently with minimal supervision
- Communicate technical information to non-technical audiences
- Inventory management of IT assets including asset auditing
- Other duties as assigned
Requirements
- +1 years corporate deskside support or equivalent experience
- Excellent troubleshooting capability
- Ability to maintain composure while handle challenging, dynamic, rapid-response user support
- Experience with Microsoft Office / Office 365 suite
- Experience with computer imaging software and data migration processes (e.g., SCCM, Intune)
- High School Diploma or equivalent
- Maintain valid driver"s license
- Walk, bend, stand for prolong periods of time, and lift equipment up to 50 pounds
- Demonstrate high level of professionalism and strong personal interaction skills
- Maintain neat and professional work area and appearance in compliance with site policies
- Ability to pass standard panel drug screening and background check
- Adhere to assigned shift schedule
Desired Characteristics
- A+ Certification
- Microsoft Certified Professional (MCP)
- Windows architecture including permissions and file structure
- Mac/Apple experience, a plus
- Experience with Basic network concepts (Active Directory / Workstation - Domain Trust Relationship)
What you'll get
- 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.
Why we're different
- Brazilian and privately owned company;
- Agility, flexibility, and innovation are in our DNA;
- Flat organizational structure which enables faster communication and decision making.
Education: NoneEmployment Type: FULL_TIME
