Deskside Technician

Stefanini EMEA; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Private health insurance

Extra vacation days

Referral bonuses

Job summary

Stefanini Group in Warsaw seeks an experienced onsite IT Support specialist to deliver high-level customer service and hands-on technical support. You will handle requests via phone, email and face-to-face, escalating to resolver groups when necessary to ensure timely resolution.

The role requires 5+ years of onsite experience, ITIL Foundation (recommended), MS Office 365 and Active Directory knowledge, and strong English communication.

Qualifications

• Provide onsite IT and user support across devices and networks.
• Experience handling Tier 2/3 escalation with resolver groups.
• Familiarity with Active Directory, permissions and security basics.

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.
• Resolve issues from Tiers 2 and 3 with hands-on help at location/onsite when needed.
• Provide troubleshooting for network devices and coordinate with vendors to resolve problems.
• Resolve hardware or software issues from Tiers 2/3 during break-fix at site.
• Interface with vendors for technical assistance and problem resolution.
• Install PCs, peripherals and LAN equipment and configure security and access.
• Assist moves with security and file access setups.
• Move workstations and telecom equipment as required.
• Manage IMACs hardware orders and installations.
• Test and verify IMACs with end-user acceptance.
• Document changes to inventory and configuration; provide AV/Conferencing support.

Skills

Onsite support

Customer service

ITIL V3 Foundation

MS Office 365

Active Directory

Networking basics

Scripting (advantage)

iOS/Android use

English proficiency

Team player

Education

ITIL V3 Foundation Certification

MS Office Certification

Tools

Webex

Skype for Business

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 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.

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.

What we offer

• Competitive salary and benefits package including monthly absence free bonus; The final salary offer will be determined based on gender-neutral, objective criteria, such as, but not limited to the experience and seniority level required for the role, as outlined in the job description. This will be further assessed during the technical interview.
• Private health scheme including Private Medical, Dental, Optical and Holiday Travel Insurance that are applied according to company policy;
• Extra vacation days;
• Special referral bonuses for recommending your friends;
• The possibility to following trainings via Stefanini Linkedin Learning, IT and soft skills training provided by our specialists;
• Opportunities for professional development in a stable multinational environment;
• Exposure to an international environment as part of a multicultural team spread across Europe.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.