Sr. Deskside Technician

Stefanini Group•Scottsdale, AZ

11d•Onsite

About The Position

Stefanini Group is looking for a Sr. Deskside Technician for a globally recognized company! For interested applicants, click the apply button or you may reach out Micah Andres at (248) 386-7399/[email protected] for faster processing. Thank you! As an IT Specialist, you will have responsibilities to provide the highest levels of customer experience as a Senior Help Desk Technician and Deskside Technician. The IT Specialist will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment. In this new position, you will field customer calls, troubleshoot, document and resolve IT related issues. You will work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. This position is intended to be responsible for a higher level of support and will also aid decrease the amount of walk-ups for onsite Deskside Technicians. The Senior Support Specialist will play a critical role in providing top-tier support to our Senior Leadership and C-Level executives, ensuring the security and accuracy of our IT assets, and maintaining high levels of customer satisfaction. The ideal candidate will have strong technical skills and a commitment to customer service excellence.

Requirements

Passion, ambition and drive to work in an extremely demanding customer service environment
Demonstrated ability to work under pressure
Outstanding communication skills and a distinct passion for service
IT knowledge or a completed apprenticeship
Outstanding customer orientation, i.e., ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
Excellent English written and verbal communication skills, i.e., active listening, ability to clearly summarize an issue, both in writing and verbally
Ability to read and write English ticket reference information on Incident Platform
Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
Basic support knowledge of: MS Windows7/Windows 10, MS Office 2007/2013, Internet browsers, Mobiles (iPhones, Androids) Cisco VPN, Network Printing, wireless routers, Active Directory, MS Exchange, Collaboration tools (Sharepoint, Webex, Egnyte)
Good judgment skills with a strong sense for urgency and attention to detail
Proven experience in Azure/Intune and Manage Engine administration.
Strong technical skills in troubleshooting Windows and MacBook hardware and OS.
Excellent communication and customer service skills.
Ability to work effectively as part of a global team.

Nice To Haves

Experience with ServiceNow or similar case management systems is a plus.

Responsibilities

Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into the ticketing system (ServiceNow)
Troubleshoot hardware, software and network related issues
Provide restorative or maintenance actions to resolve end-user issues
Assist with documenting/rating knowledge based articles
Assist with special project work as needed
Escalate problems to the next level of support when necessary
Consistently meet or exceed advanced individual IT SD and customer service metrics required
Ability to work a 24 x 7 schedule required
Executive Support: Provide dedicated support to Senior Leadership and C-Level executives as needed.
Security and Asset Management: Assist in securing COMPANY intellectual property and products from theft or damage. Maintain the accuracy of the ITG asset management system to ensure all computing assets are accounted for and maintained.
Technical Administration: Administer Azure/Intune and Manage Engine systems. Resolve desktop hardware and software issues within established service level agreements. Troubleshoot Windows laptops and MacBook hardware and OS issues.
Endpoint Management: Demonstrate hands-on expertise in endpoint management solutions, such as Manage Engine or Intune.
Global Team Collaboration: Work as part of a global team to triage and resolve customer support issues.
Strategic Initiatives: Assist in the rollout of strategic corporate initiatives and system changes.
Escalation Management: Assist in escalating issues and notifying management and user communities when service levels are not met.
Customer Liaison: Act as a liaison between customers and other teams.
Support Requests: Log and respond to customer requests for support via email, Teams Chat, and our call tracking system.
Documentation: Accurately document case descriptions, updates, and solutions in ServiceNow.
Customer Service: Establish a commitment to customer service and build strong rapport with end-users.
Training and Knowledge Sharing: Provide training on COMPANY applications, infrastructure, and desktop system components as required. Contribute to the Knowledge Base.
Product Expertise: Provide product and solution expertise to customers and team members.
Status Updates: Provide updates and status reports to the Team Manager and others, as appropriate.
Time Management: Record time and expenses in the time entry system.
Issue Ownership: Take ownership and responsibility for researching and escalating issues as appropriate.
Problem Solving: Successfully triage customer issues, conduct necessary research, and provide solutions.
Support Tools: Utilize current support tools such as Teams, Manage Engine, and Lenovo diagnostics to resolve end-user issues.
Vendor Collaboration: Work with external vendor support teams to resolve application, hardware, and software issues related to end-user support.