Deskside Technician

Stefanini, Inc; Harrogate; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Competitive salary and benefits

AFB bonus

Private health scheme includingPrivate

Training programs and career growth

Multinational teamwork across Europe

Job summary

Stefanini, Inc in Harrogate, United Kingdom, seeks an experienced onsite IT support specialist to deliver a premium service in a fast-paced environment. You will handle requests via phone, email and face-to-face, and act as escalation point for complex issues to keep the IT estate running smoothly.

The role covers hardware and software troubleshooting, incident management, account administration, AV support, and collaboration with third‑party vendors.

Qualifications

• At least 5 years' experience in onsite support.
• Itil V3 Foundation Certification is recommended.
• Microsoft OS / Office certifications are assets.
• Advanced MS Office 365 skills.
• Ability to solve simple hardware issues.
• Language skills: proficiency in local language.

Responsibilities

• Provide support that consistently meets or exceeds Customer expectations.
• Identify, analyse, and repair product failures; order and replace parts as needed.
• Support and maintain user account information including rights, security and systems groups.
• Receive and resolve issues from Tiers 2 and 3 when needed, in cooperation with resolver groups.
• Provide troubleshooting and problem resolution support for all network devices.
• Coordinate with third‑party vendors to resolve hardware and software problems.
• Receive and resolve hardware or software related issues from Tiers 2 and 3 when break‑fix is necessary.
• Interface with hardware and software vendors for planning and problem resolution.
• Interface with manufacturers and third‑party vendors for technical assistance.
• Execute the installation of PCs, peripherals and LAN‑based equipment.
• Assist with setting up security, file access and other admin procedures during moves.
• Move workstations, peripherals and telecommunications equipment as required.
• Order, receive and provide equipment and third party services to implement IMACs.
• Install and set up equipment, cables, outlets and other hardware for IMACs.
• Test completed IMACs and verify acceptance by end user.
• Document changes to inventory use and configuration.
• AV and Conference support with Webex, Skype for Business, Zoom, etc.

Skills

Customer service

Communication skills

Problem solving

Team player

Stress management

Adaptability

Relationship building

Proactive attitude

English language

Onsite support

Education

ITIL V3 Foundation Certification (recommended)

Equivalent combination of education and related experience

Tools

MS Office 365

Active Directory

Webex/Skype/Zoom

Networking basics

PC hardware troubleshooting

Job description

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands‑on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.

This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face‑to‑face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can’t resolve.

Job responsibilities

• Provide support that consistently meets or exceeds Customer expectations;
• Identify, analyse, and repair product failures. Order and replace parts as needed;
• Support and maintain user account information including rights, security and systems groups;
• Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary;
• Provide troubleshooting and problem resolution support for all network devices;
• Coordinate with third‑party vendors to resolve hardware and software problems, as required;
• Receive and resolve hardware or software related issues from Tiers 2 and 3 when break‑fix is necessary to solve an issue at location/onsite;
• Interface with hardware and software vendors for planning and problem resolution;
• Interface with manufacturers and third‑party vendors for technical assistance;
• Execute the installation of PCs, peripherals and LAN‑based equipment;
• Assist with setting up security, file access and other administrative procedures associated with moves;
• Move workstations, peripherals and telecommunications equipment, as required;
• Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC's;
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC's;
• Test completed IMAC's and verify acceptance by end user;
• Document changes to inventory use and configuration;
• AV and Conference support with software such as Webex, Skype for Business, Zoom etc.

Job requirements

• At least 5 years' experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum 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;
• Team Player and Analytical Thinking;
• Open and positive personality and ability to manage stress effectively;
• Customer oriented (Service awareness) with 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;
• Language skills: Proficiency in local language.

What we offer

• Competitive salary and benefits package;
• AFB bonus;
• Private health scheme including Private Medical, Dental, Optical and Holiday Travel;
• Opportunities to learn and develop: training programs;
• Personalized career path within the organization;
• Exposure to an international environment as part of a multicultural team spread across Europe.

Work conditions

• Working hours: 40 working hours per week
• Contract type: Permanent
• Working setup (hybrid, on site, remote): 100% onsite