Sr. Deskside Technician

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Stefanini Group is looking for a Sr.
Deskside Technician for a globally recognized company! For interested applicants, click the apply button or you may reach out Micah Andres at  /  for faster processing. Thank you!

As an IT Specialist, you will have responsibilities to provide the highest levels of customer experience as a Senior Help Desk Technician and Deskside Technician. The IT Specialist will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment. In this new position, you will field customer calls, troubleshoot, document and resolve IT related issues.

You will work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. This position is intended to be responsible for a higher level of support and will also aid in decreasing the amount of walk-ups for onsite Deskside Technicians.

• Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into the ticketing system (Service Now)
• Troubleshoot hardware, software and network related issues
• Provide restorative or maintenance actions to resolve end-user issues
• Assist with documenting/rating knowledge base articles
• Assist with special project work as needed
• Escalate problems to the next level of support when necessary
• Consistently meet or exceed advanced individual IT SD and customer service metrics required
• Ability to work a 24 x 7 schedule required

• Passion, ambition, and drive to work in an extremely demanding customer service environment
• Demonstrated ability to work under pressure
• Outstanding communication skills and a distinct passion for service IT knowledge or a completed apprenticeship
• Outstanding customer orientation, i.e. ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
• Excellent English written and verbal communication skills, i.e., active listening, ability to clearly summarize an issue, both in writing and verbally
• Ability to read and write English ticket reference information on Incident Platform
• Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
• Basic support knowledge of: MS Windows 7/Windows 10, MS Office 2007/2013, Internet browsers, mobiles (iPhones, Androids), Cisco VPN, Network Printing, wireless routers, Active Directory, MS Exchange, Collaboration tools (Sharepoint, Webex, Egnyte)
• Good judgment skills with a strong sense for urgency and attention to detail

Job Requirements. The Senior Support Specialist will play a critical role in providing top‑tier support to our Senior Leadership and C‑Level executives, ensuring the security and accuracy of our IT assets, and maintaining high levels of customer satisfaction. The ideal candidate will have strong technical skills and a commitment to customer service excellence.

• Executive Support:
  Provide dedicated support to Senior Leadership and C-Level executives as needed.
• Security and Asset Management:
  Assist in securing company intellectual property and products from theft or damage. Maintain the accuracy of the IT asset management system to ensure all computing assets are accounted for and maintained.
• Technical Administration
  • Administer Azure/Intune and Manage Engine systems.
  • Resolve desktop hardware and software issues within established service level agreements.
  • Troubleshoot Windows laptops and Mac Book hardware and OS issues.
• Endpoint Management:
  Demonstrate hands‑on expertise in endpoint management solutions, such as Manage Engine or Intune.
• Global Team
  
  Collaboration:
  
  Work as part of a global team to triage and resolve customer support issues.
• Strategic Initiatives:
  Assist in the rollout of strategic corporate initiatives and system changes.
• Escalation Management:
  Assist in escalating issues and notifying management and user communities when service levels are not met.
• Customer Liaison:
  …