At Stefanini, we are more than 30,000 professionals connected across over 40 countries, working together to co-create a better future.
Main activities and responsibilities
• Act as a single point of contact within the Service Delivery team for all incidents and service requests from end-users and VIP users.
• Attend walk-in requests at the IT Welcome Desk, logging and prioritizing them as tickets in the service management system.
• Resolve or escalate tickets within agreed SLAs, keeping users informed about the status and progress.
• Notify and update end-users regarding issues, outages, or other relevant information affecting the community.
• Conduct end-user training and IT inductions for new employees.
• Install, configure, test, maintain, monitor, and troubleshoot end-user devices such as laptops, tablets, mobile phones, printers, and network equipment.
• Maintain hardware and software inventories and manage IT assets.
• Create, modify, and delete user accounts and groups across various systems and platforms.
• Manage access permissions on different systems and platforms.
• Contribute to knowledge management by creating guidelines and procedures.
• Provide support according to shift schedules as needed.
Competencies and personality
• Effective and positive communication skills.
• Proactive problem identification and resolution.
• Sense of ownership, accountability, and prioritization skills.
• Quick learner with good technical aptitude and information retention.
• Ability to work well in a team-oriented, collaborative environment.
• Excellent verbal and written communication skills.
• Strong customer service skills, including active listening, patience, empathy, and diplomacy.
Education & Qualifications
• Practical knowledge of Windows 10/11, MacOS, Active Directory, and Microsoft Office/Office365.
• Knowledge of mobile technologies (Android, iOS).
• Familiarity with video conferencing and A/V equipment.
• Ability to troubleshoot complex networked devices.
• Understanding of standard service desk processes and procedures.
• Minimum 3 years of IT support experience, preferably supporting senior management and VIPs.
Languages
• Fluent in English and Portuguese.
Technology
• Hands-on experience with Windows 10/11, MacOS, Active Directory, Microsoft Office/Office365, ServiceNow, InTune, Autopilot, SCCM, JAMF.
This is a temporary project lasting 1.5 years.
If interested, please send your resume in English.
Regards.
Seniority level
* Executive
Employment type
* Full-time
Job function
* Information Technology
Industries
* Technology, Information and Media
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