Senior Deskside Technician

2 weeks ago

Waterloo, Ontario, Canada Stefanini Group Full time

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.

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.

We are looking for an extremely proactive person with a keen interest in technology, who is able to make suggestions for improvements and offer an opinion on new products or services.

In addition, we are looking for a person with exceptional customer service skills, along with the ability to build effective working relationships with both team members and business users, and a flexible and committed approach to work.

Key Responsibilities

  • Solve issues, usually complex, for which an expertise is required and find sustainable solutions to resolve recurring issues leading to incident avoidance;
  • Help the 1st and 2nd level support to resolve escalated support requests;
  • Deploy patches on all machines (excluding servers) in collaboration with client;
  • Validate and implement updates of business applications on the current master image;
  • Validate the master on all new machines in case of acquisition of new model of machines;
  • Support and document IOS issues (iPhone/iPad);
  • Perform first diagnosis of network issues and qualify them - escalate them to the appropriate support group / network provider;
  • Perform tests to validate changes of infrastructure in collaboration with client providers;

  • Cover the 3rd level support of the system architecture - which means:

  • Test and document changes according to client instructions / procedures;

  • Maintain postmaster scripts (VBS. DOS. PowerShell) for the installation of new applications and updates;
  • Test and adapt the master scripts for the installation on the new machines;
  • Take part in maintenance operations of the computer equipment with the support team;
  • Create and maintain scripts to automate the installation of applications.

Skills
In order to ensure the good execution of the mission, the Senior Deskside Technician will need to demonstrate similar experiences with other companies and should have the following experiences and skills:

  • Expertise in Microsoft Office 365 pack, Windows OS, DOS and VBS;
  • Knowledge of PowerShell, Knowledge of Windows server, E-mail systems, Microsoft Sharepoint;
  • Knowledge of IOS - iPhone and iPad;
  • MS certified preferable;
  • Successful experiences of a transition phase, ideally ITIL certified;
  • Knowledge on backup / restore tool is required;
  • Advanced knowledge of virtualization, networking and telecommunications;
  • Expertise with Microsoft Active Directory, user profiles, security groups and permissions for MS Windows;
  • Connectivity technologies (ADSL, UMTS, ISDN, WiFi);
  • A strong enthusiasm for artificial intelligence is very nice to have, with a desire to explore and utilize our internal SAI Library tool in excelling in your role;
  • Language skills: Proficiency in local language and a good level of English.

Behavioral Skills Required

  • Excellent customer-facing skills and interpersonal skills;
  • Independent and proactive thinking;
  • Relationship builder both within the team and across the entire organization;
  • Personal resilience and ability to complete projects within tight deadlines;
  • Good time management and prioritization practices.
  • Competitive salary and benefits package, including Meal Vouchers, Ecocheques;
  • Hospitalization and group insurance;
  • Extra vacation days;
  • 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.

Important note
Please be advised that a valid work permit for Belgium is required for non-EU citizens. Unfortunately, applications without a valid work permit and sufficient language skills may not be considered.

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