The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities. The shift pattern is a permanent 7am until 3.30pm. Responsibilities: Provide swift and professional deskside IT support Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels Utilize the BLK ticket management system to record, update and resolve tickets from the Helpdesk Collaborate with other support groups across global locations to help troubleshoot client issues Utilize BLK tools for building, monitoring and troubleshooting client devices Participate in Disaster recovery testing exercises Upholding procedures for logging, reporting, and statistically monitoring desktop operations Write technical support and client documentation in form of Knowledgebase articles Meet or exceed expected customer service levels Other duties as assigned by the Level 2 Support Manager Requirements: ITIL V3 Foundation Certification (recommended), Microsoft Operating System / Office Certification(s) will be an asset, Advanced MS Office 365 skills, Scripting, coding skill will be considered an advantage, Able to solve simple hardware issues, iOS, Android advanced user, Basic Networking skills, Knowledge of Active Directory, permissions, At least 5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements, Team Player and Analytical Thinking, Open and positive personality and Stability / Stress tolerance, Customer oriented (Service awareness), Good interpersonal and communication skills, Able to adapt in a fast evolving technology environment and ability to learn, Able to assume day to day responsibilities generating specific deliverables, Relationship-builder, at ease with people and capable of quickly building trust. What's next: It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to containor be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job. Diversity & Inclusion Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you! About us We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities. Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us!