Senior Deskside Technician

Job Details

Senior Deskside Technician
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.In this position, you will have a primary responsibility on the South Europe Cluster (Italy, Spain, Turkey and Portugal in the future) with Milan, Italy, as main location and assignment of the support position, with onsite presence full time required and support of retail sites and corporate sites. You will be working in coordination with EMEA IT team for the day to day prioritization, escalations and potential contribution to project work to a lower degree. Job Responsibilities

Troubleshooting and repairing hardware issues, providing proximity support for specialized systems within the technician's local area of responsibility; 

Installing customer's approved software;

Basic network troubleshooting;

Isolating or resolving customer's supported printer and multi-function device issues;

Providing advanced software troubleshooting and support remotely using support tools and processes; 

Troubleshooting mobile device issues and remote access issues;

Escalating Tickets that cannot be resolved by Stefanini to the appropriate client or third-party support group for resolution;

Conduct spare part and loaner pool management;

Contribute to the creation of KB and sharing shift-left knowledge from Field Service to Service Desk;

Install/Move/Add/Change/Remove/Dispose (IMACR/D) Services;

Cascading Deploying PCs/Macs to end users; 

Carry out new joiner onboarding when required;

Deploying IT equipment; imaging and staging PCs/Macs or mobile devices (includes activation where necessary on respective regional carrier);

Managing the equipment inventory & lifecycle following a customer's-approved process;

Communicate with EMEA IT team on day to day, escalation, issues;

Directly engage in general IT support as required. This may include, amongst other things:Face to Face and remote desktop and basic POS supportHO & Back Office team supportSetup and configuration of new routers, switches and firewallsHardware support (Workstation, laptop, printer repair and replacement)Site hardware auditsManaging traffic countersSoftware deployment and trouble shootingOnsite cablingManaging infrastructure for payment terminals (varies across region)Ensuring in-store music solutions are available and fit for purpose

Job Requirements