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IT Support Specialist II

extra parental leave - fully flexible
Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
United Kingdom

Offer summary

Qualifications:

Strong technical troubleshooting abilities, Experience in client-support environments, Proven customer service skills, None.

Key responsabilities:

  • Provide deskside IT support for clients
  • Troubleshoot and resolve desktop problems
Stefanini Group logo
Stefanini Group XLarge https://stefanini.com
10001 Employees
About Stefanini Group
We are a global company with 30 years of experience in the market, offering a robust selection of services such as automation, cloud, Internet of Things (IoT) and user experience (UX). Today, we provide a broad portfolio of solutions, combining innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services with traditional solutions such as service desk, field service, and outsourcing (BPO). We maintain our excellence by investing in technological innovations, the best partnerships, acquisitions of companies worldwide, and the hiring of highly trained professionals. We believe technology can revolutionize a company and innovation is essential to foster development and competitiveness. We also value new ideas and the power of an open mind, so we recognize every talent is essential to the quality of our projects and especially to our progress.
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Job description

Details:

Job Description

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.

Responsibilities:

  • Provide swift and professional deskside IT support for both Windows
  • 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

Job Requirements

Details:

  • Excellent proven track record supporting clients in a financial environment
  • Excellent proven customer service based approach
  • Proven ability to prioritize tasks and issues according to the business impact
  • Good written and verbal communication skills
  • Good time management skills
  • Able to work in a high pressure environment
  • Strong organizational and analytical skills
  • Ability to multi-task and work under pressure
  • Ability to work autonomously and within team
  • Flexible and proactive with a "will do' attitude
  • Takes responsibility and follows through on issues to closure and root cause resolution
  • Demonstrable desire to achieve

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Hardware TroubleshootingContinuous MonitoringDesktop SupportSystem ConfigurationDev TestingKnowledge BaseInstaLODRemote Technical SupportRecovery Testing

Other Skills

  • Customer Service
  • Microsoft Windows
  • Troubleshooting (Problem Solving)
  • Collaboration
  • Accountability
  • Communication
  • Analytical Skills
  • Multitasking
  • Time Management
  • Proactivity
  • Organizational Skills
Are you interested?

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