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 levelExecutiveEmployment typeFull-timeJob functionInformation TechnologyIndustriesTechnology, Information and Media
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