Stefanini Group
Sr. Deskside Technician
Stefanini Group, New York, New York, us, 10261
Details:
Communicate professionally with client, team, and management. The individual must possess expert-level technical knowledge of a specific field of technical operations and be able to provide ideas, feedback, and support to the team. This role is an in person and required to be onsite.
Job Responsibilities:
Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements.
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.Escalate major issues (P1/P2): 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.Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.Follow all Safety requirements and complete the client specific safety trainingMonitor/Work in Ticket Queue while meeting SLAShipping and receiving of equipmentBreak Fix Orders (Non-Warranty and Warranty)Check out loaner laptops using site-specific processes if applicableConference Room Support, AV Support/Zoom/Teams SupportMobile Device deployment and supportParts Closet maintenance & auditsPrinter break/fix and set up configurationToner maintenance (where applicable)Network drops and set upAdherence to and continuous update of deployment documentation and checklistParticipate in meetings with client IT Site Coordinators and others as neededSupporting IT equipment in large corporate environmentProvide Executive support to customer VIP'sTravel with VIP for major events/conferences as requiredDesktop/laptop tech support (Mac and PC)Support mobile devices, printers, scanners, wireless, VPN, etc.IMAC Support - IT equipment Install/Move/Add/ChangeInventory management of IT assets including asset auditingResearch and troubleshoot problemsMaintain system configurationsMaintain and updated support documentationAbility to research and follow appropriate Knowledge Base articlesRemote support as neededBackup, restoration, and migration of user dataPrinter and peripheral device supportWork on-call and provide other after-hours support based on customer needsProvide support at other client locations as neededAdhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employmentMonthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDMParticipate in quarterly 'all-team' meetings as required by SDMAssist the TL in developing and implementing improvement plans for service failures (SLAs/KPIs)Assist TL with resource management for any projects arising from client, including status reporting and planningEngagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibilityJob Requirements
Details:
Knowledge of the following tools and technologies:
Remote Management/endpoint management tools (i.e. Workspace One)Two-factor Authentication (i.e. OKTA)Active Directory: Users & computers administrationActive Directory: Understand the concepts of Policies, OUs, LDAP, LAPSBitlocker & TPMPulse SecureZoom - User administration, Room setup, User guidanceNetworking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-FiUnderstand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC PathExperience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardwareAdvanced Windows, O365, collaboration toolsService Now experience a plus3 + years relevant experience
Valid Driver licenseRelevant industry knowledge (IT deployments in an international environment)Able to always uphold a positive attitude, even under stressful conditionsExcellent verbal and written communication skillsAbility to communicate technical information to nontechnical peopleHigh level of professionalism and strong personal interaction skillsAbility to perform in-depth research and troubleshooting for complex technical issuesAbility to prioritize and complete all work tasks with minimal supervisionAbility to walk, bend, stand for long hours, and lift equipment up to 50 poundsAbility and willingness to learn new technologiesProven ability to handle challenging, rapid-response user supportProven ability to balance, prioritize and organize multiple tasksHigh school diploma (required)Attendance and schedule adherence are requirements of this positionCompetences Required in this Role:
Experience supporting remote facilities and users.Excellent verbal and written communication skills.High level of professionalism and strong personal interaction skills.Ability to perform in-depth research and troubleshooting for complex technical issues.Ability to prioritize and complete all work tasks with minimal supervision.Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds.Proven ability to handle challenging, rapid-response user support.Proven ability to balance, prioritize and organize multiple tasks.Professional acumenDesired Characteristics:
A+ CertificationMicrosoft Certified Professional (MCP)ITIL Foundations
Pay Range:
Based on Experience
Communicate professionally with client, team, and management. The individual must possess expert-level technical knowledge of a specific field of technical operations and be able to provide ideas, feedback, and support to the team. This role is an in person and required to be onsite.
Job Responsibilities:
Understand and record requirements: to satisfy requests for service by identifying the nature of the request, recording detailed requirements.
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.Escalate major issues (P1/P2): 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.Communicate: With use of knowledge and troubleshooting, communicate about any potential issues found and suggest solutions.Ownership: End-to-end ownership, providing pro-active status updates of issues and cases with users, internals and with vendors.Update systems: to maintain databases/knowledgebase or systems with information following the resolution of incidents and requests.Follow all Safety requirements and complete the client specific safety trainingMonitor/Work in Ticket Queue while meeting SLAShipping and receiving of equipmentBreak Fix Orders (Non-Warranty and Warranty)Check out loaner laptops using site-specific processes if applicableConference Room Support, AV Support/Zoom/Teams SupportMobile Device deployment and supportParts Closet maintenance & auditsPrinter break/fix and set up configurationToner maintenance (where applicable)Network drops and set upAdherence to and continuous update of deployment documentation and checklistParticipate in meetings with client IT Site Coordinators and others as neededSupporting IT equipment in large corporate environmentProvide Executive support to customer VIP'sTravel with VIP for major events/conferences as requiredDesktop/laptop tech support (Mac and PC)Support mobile devices, printers, scanners, wireless, VPN, etc.IMAC Support - IT equipment Install/Move/Add/ChangeInventory management of IT assets including asset auditingResearch and troubleshoot problemsMaintain system configurationsMaintain and updated support documentationAbility to research and follow appropriate Knowledge Base articlesRemote support as neededBackup, restoration, and migration of user dataPrinter and peripheral device supportWork on-call and provide other after-hours support based on customer needsProvide support at other client locations as neededAdhere to all Stefanini and client-specific processes and procedures relating to all aspects of daily work and employmentMonthly/Quarterly/Periodic stockroom auditing with discrepancies highlighted to SDMParticipate in quarterly 'all-team' meetings as required by SDMAssist the TL in developing and implementing improvement plans for service failures (SLAs/KPIs)Assist TL with resource management for any projects arising from client, including status reporting and planningEngagement with other Deskside/Field and Service Desk teams around your areas to develop partnerships and flexibilityJob Requirements
Details:
Knowledge of the following tools and technologies:
Remote Management/endpoint management tools (i.e. Workspace One)Two-factor Authentication (i.e. OKTA)Active Directory: Users & computers administrationActive Directory: Understand the concepts of Policies, OUs, LDAP, LAPSBitlocker & TPMPulse SecureZoom - User administration, Room setup, User guidanceNetworking (L1/L2 troubleshooting): Patching, Cable testing & toning, Wi-FiUnderstand the concepts of: VLANs, DHCP, VPN, DNS, PROXY, UNC PathExperience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardwareAdvanced Windows, O365, collaboration toolsService Now experience a plus3 + years relevant experience
Valid Driver licenseRelevant industry knowledge (IT deployments in an international environment)Able to always uphold a positive attitude, even under stressful conditionsExcellent verbal and written communication skillsAbility to communicate technical information to nontechnical peopleHigh level of professionalism and strong personal interaction skillsAbility to perform in-depth research and troubleshooting for complex technical issuesAbility to prioritize and complete all work tasks with minimal supervisionAbility to walk, bend, stand for long hours, and lift equipment up to 50 poundsAbility and willingness to learn new technologiesProven ability to handle challenging, rapid-response user supportProven ability to balance, prioritize and organize multiple tasksHigh school diploma (required)Attendance and schedule adherence are requirements of this positionCompetences Required in this Role:
Experience supporting remote facilities and users.Excellent verbal and written communication skills.High level of professionalism and strong personal interaction skills.Ability to perform in-depth research and troubleshooting for complex technical issues.Ability to prioritize and complete all work tasks with minimal supervision.Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds.Proven ability to handle challenging, rapid-response user support.Proven ability to balance, prioritize and organize multiple tasks.Professional acumenDesired Characteristics:
A+ CertificationMicrosoft Certified Professional (MCP)ITIL Foundations
Pay Range:
Based on Experience