Deskside Technician

Stefanini, Inc; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Job summary

Stefanini, Inc in Warszawa is seeking an experienced Onsite IT Support Specialist to deliver high-quality customer service and hands-on technical assistance. You will handle hardware and software issues, configure PCs and network gear, and support AV/conferencing tools in a fast-paced environment.

With 5+ years of experience, you will interact with users in English, coordinate with third‑party resolver teams when necessary, and contribute to reliable incident resolution and documentation in a

Qualifications

• 5+ years of onsite IT support experience.
• ITIL V3 Foundation certification recommended.
• Microsoft OS/Office knowledge and Active Directory experience.
• Strong English communication and customer service mindset.

Responsibilities

• Provide high-level customer service and hands-on IT support.
• Troubleshoot hardware and software issues remotely and onsite.
• Accept escalation to 3rd party resolver groups when needed.
• Install and configure PCs, LAN equipment, and related peripherals.
• Support AV and conference tools (Webex, Skype for Business, Zoom).
• Manage user accounts, permissions, and security settings.
• Coordinate with vendors for parts and services as required.
• Document changes to inventory and configurations.
• Ensure issues are resolved in a timely and professional manner.

Skills

Onsite support

Customer service

English proficiency

Active Directory

Windows OS

MS Office 365

Networking basics

Hardware troubleshooting

ITIL v3 Foundation

AV support

WebEx/Skype/Zoom

Education

IT-related certification or degree

Tools

WebEx

Skype for Business

Zoom

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 English.