Deskside Technician I

Stefanini is a full-service global provider of offshore, onshore, and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting, and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia. Overview The key objective of this role is to provide day-to-day proactive, white-glove IT support for VIPs. The VIP technician also interacts with all IT levels/departments and acts as the single point of contact and communication back to the VIP. By establishing a relationship with the VIP, the technician builds trust, which is crucial to providing personalized service. Communicate professionally with coworkers and customers. This position requires excellent communication and problem-solving skills. Individuals must be process-oriented and possess expert-level knowledge of technical operations and be able to provide ideas, feedback, and support. The ideal candidate will be highly motivated and self-reliant with a desire to learn. This role is a phone & in-person support position representing Stefanini delivering quality customer service. Personalized support requires dedication as after-hours calls occur. The technician must also prepare key documentation and coaching for techs who may provide coverage during time off. Expectations The VIP Technician will report directly to the Team Lead and is responsible for providing support including: Problem Solving: This role deals with many incidents/requests for help that are often familiar problems though they may be couched in very different ways by different callers. Problem-solving is a combination of eliciting the appropriate information from a wide range of callers and deciding how to address the problem. Change: Although this role does not design complex change programs, individuals are required to suggest and support process improvements to realize service excellence, which is critical given the dynamic nature of responsibilities. Individual must consistently demonstrate flexible thinking and seeks new solutions to old problems. Executive/VIP Support: provide day-to-day, white-glove process and technical support for Senior Executives and their PAs. This role requires a very high level of technical proficiency and requires an individual with strong communication skills. The team member must quickly and effectively diagnose and resolve issues related to Macs, laptops, mobile devices, printers, videoconferencing, and potentially local network issues. As many VIPs use Macs, proficiency in supporting these devices is a must. Ownership: End-to-end ownership, providing proactive status updates of issues and cases with users, internals, and vendors. Escalate major issues: to identify major service issues where these would have a broader impact and take immediate steps to bring these to the attention of those affected and those who can resolve them. Deliver service excellence: By using various tools, consistently apply solutions to meet and/or exceed service levels for infrastructure problems and/or requests. Usually by providing an answer personally but where appropriate by identifying and passing the request on to the appropriate support provider specialist. Communicate: With knowledge and troubleshooting, communicate about any potential issues found and suggest solutions. Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests. Maintain knowledge: to apply oneself to learning new products, features, and trends to be able to deal highly effectively with providing service excellence. Documentation: team member must assist and create documentation and checklists that standardizes day-to-day activities. These documents must be reviewed by management and the client for approval and then followed consistently thereafter. Team contribution: To assist the peer team members, team leaders, process managers, or other support provider colleagues by undertaking specific tasks relating to the team environment or longer-term development or work of the team. Follow all Safety requirements and complete safety training (if applicable) Monitor/Work in Incident Ticket Queue while meeting SLA. Walk-Up Service (creating a ticket for every Walk-Up encountered) Off-site support: Travel to other locations. Shipping and receiving of equipment PC equipment moves Break Fix Orders (Non-Warranty and Warranty) Check out loaner laptops using site-specific processes Conference Room Support, AV Support / Zoom / Teams Support Mobile Device deployment and support Parts Closet maintenance & audits Maintain inventory control and provide regular inventory count Printer break/fix and set up configuration Toner maintenance (where applicable) Network drops and sets up Set up VOIP phones Follow the Deployment checklist Continuous update of deployment documentation and checklist Participate in meetings as needed Communicate and document any process improvement suggestions using the Knowledge Base Guidelines Location: Shelby Training: 2 weeks, Monday-Friday 8a-5p Work schedule: Wednesday -Sunday 12p-9p.