Deskside Technician

STEFANINI UK LTD; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading IT support company as a key player in delivering premium customer service. You will handle diverse support requests, ensuring timely and professional resolutions while working with various technologies and vendors in a dynamic environment.

Benefits

Competitive salary and benefits

Private health scheme

Additional vacation days

Training programs

Personalized career path

Qualifications

• At least 5 years of onsite support experience.
• Combination of education and related experience acceptable.

Responsibilities

• Provide support that meets or exceeds customer expectations.
• Resolve issues involving hardware or software problems onsite.
• Coordinate with third-party vendors to resolve issues.

Skills

Customer-oriented

Analytical thinking

Adaptability

Interpersonal skills

Education

ITIL V3 Foundation Certification

Microsoft OS/Office Certification

Tools

MS Office 365

Active Directory

Job description

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 position is diverse and challenging. The overall goal is to ensure that all support requests and incidents are handled promptly and professionally. You will need to be proactive, dealing with support queries over the phone, via email, face-to-face, and acting as a point of escalation with third-party resolver groups for issues you cannot resolve.

Responsibilities

1. Provide support that consistently meets or exceeds customer expectations.
2. Determine and recommend the best products or services for customer needs.
3. Identify, analyze, and repair product failures; order and replace parts as needed.
4. Support and maintain user account information, including rights, security, and system groups.
5. Resolve issues from Tiers 1, 2, and 3, involving hardware or software problems onsite, in cooperation with resolver groups.
6. Provide troubleshooting and support for all network devices.
7. Coordinate with third-party vendors to resolve hardware and software issues.
8. Handle hardware or software issues from Tiers 1, 2, and 3 when break-fix is necessary onsite.
9. Interface with hardware and software vendors for planning and resolution.
10. Work with manufacturers and third-party vendors for technical assistance.
11. Install PCs, peripherals, and LAN-based equipment.
12. Assist with security setup, file access, and administrative procedures during moves.
13. Move workstations, peripherals, and telecommunications equipment as needed.
14. Document changes to inventory, use, and configuration.

Minimum Requirements

• ITIL V3 Foundation Certification (recommended).
• Microsoft OS/Office Certification(s) are advantageous.
• Advanced MS Office 365 skills.
• Scripting and coding skills are an advantage.
• Ability to solve simple hardware issues.
• Advanced user of iOS and Android devices.
• Basic networking skills.
• Knowledge of Active Directory and permissions.
• At least 5 years of onsite support experience.
• Combination of education and related experience acceptable.
• Team player with analytical thinking.
• Positive personality with stability and stress tolerance.
• Customer-oriented with good interpersonal and communication skills.
• Adaptability to evolving technology environments and quick learner.
• Ability to handle daily responsibilities and deliverables.
• Capable of building trust and relationships quickly.

What We Offer

• Competitive salary and benefits, including a monthly absence-free bonus.
• Private health scheme covering medical, dental, optical, and travel insurance.
• Additional vacation days.
• Training programs and development opportunities.
• Personalized career path within the organization.
• International environment within a multicultural team across Europe.

Diversity & Inclusion

We value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, or nationality. We encourage everyone to be themselves!

About Us

The Stefanini Group is a Brazilian company with over 35 years of experience in delivering IT services worldwide, including outsourcing, application development, and staffing. We operate in 41 countries with 70 offices, serving industries such as financial services, manufacturing, telecommunications, and more.