Deskside Technician II

4 weeks ago

Melbourne, United States Stefanini Full time

Who we are:

For 35 years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 30,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

Job Description

Access Facilitator Rights ProvisioningAdminister and assign entitlement permissions to employeesResolve idiosyncrasies with network / application rights and entitlements for employeesEscalate / Follow-up with resolver groups to ensure completion of incidents and requestsInterface with employees providing updates on resolution statusAssist international and employees from other sites with basic support needs to connect computers the local network. Daily and Weekly review and reporting of ticket and Ticket SLA Monitoring and Escalations with Support Groups. Identification of trends, enforcing total contact management and control process adherenceMonitor re-opened tickets and bouncing tickets to ensure ownership and resolutionProvide process analysis and recommendations for process improvements for troubled and/or problematic groups or ticketsProvide backup support at Tech HubManage workload via ticketing softwareProvide Windows, software, and hardware support, onsite in a corporate environmentStage, provision, and deploy IT machines to end users following best business practicesDiagnose, troubleshoot, and implement fixes for a variety of technologyConfigure, troubleshoot, and deploy mobile devices & other audio / visual equipmentTroubleshoot VPN and VDI connectivityFollow appropriate KB articlesPrioritize and complete work in a group and independently with minimal supervision Communicate technical information to non-technical audiences Inventory management of IT assets including asset auditingOther duties as assigned

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