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Stefanini North America and APAC · 2 days ago

Sr. Deskside Technician

Scottsdale, AZ

Full-time

Onsite

Senior Level

Stefanini Group is looking for a Sr. Deskside Technician for a globally recognized company. In this role, you will provide top-tier support to Senior Leadership and C-Level executives while ensuring high levels of customer satisfaction and maintaining the accuracy of IT assets.

Information TechnologyOutsourcing

H1B Sponsor Likely

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

Qualification

Azure/Intune administrationManage Engine administrationTroubleshooting Windows/MacBookServiceNow experienceCustomer service skillsCommunication skillsProblem-solving skillsTeam collaboration

Required

Ability to work a 24 x 7 schedule required

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

Experience with ServiceNow or similar case management systems is a plus

Company

Stefanini North America and APAC

Glassdoor3.8

Global Tech Consulting Company All in One. Stefanini is a Brazilian multinational company with 37 years of experience and presence in 41 countries.

Founded in 1987

Kölln-reisiek, Schleswig-Holstein, DEU

10001+ employees

http://www.stefanini.com/EN

H1B Sponsorship

Stefanini North America and APAC has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (13)

2024 (11)

2023 (13)

2022 (18)

2021 (14)

2020 (12)