Job description
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.
What will you do?
- Supporting IT equipment in large corporate environment
- Desktop/laptop tech support (Mac and PC)
- Windows 7/10 operating systems
- Support mobile devices, printers, scanners, wireless, VPN, etc.
- IMAC Support - IT equipment Install/Move/Add/Change
- Maintain repairs, spare parts, and components
- Research and troubleshoot problems
- Maintain system configurations and documentation
- Track and resolve customer incidents and requests through the client's ticketing tool
- Troubleshoot and resolve hardware and software issues for Windows devices
- Backup, restoration, and migration of user data
- Smart Hands support with networking, server, and telecommunications technologies
- Printer and peripheral device support
- Inventory management of IT assets including asset auditing
- Ability to research and follow appropriate KB articles
- Ability to work on-call and other after-hours support needs
- May provide Executive support
- Various other tasks associated with deskside services
- May need to be available to provide support at other client locations as needed
- Other duties as assigned
What you'll get
- Work with brilliant minds, often within a global capacity;
- Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
- Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.
Why we're different
- Brazilian and privately owned company;
- Agility, flexibility, and innovation are in our DNA;
- Flat organizational structure which enables faster communication and decision making;
- Expertise in supporting End User Computing hardware and software, including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, and VDI.
- Experience in documenting, tracking and monitoring the incidents and problem(s) to ensure a timely resolution in ServiceNow, Remedy or similar ticketing systems.
- Must have deep subject manner expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, add, moves and changes) and ad-hoc support for technology users.
- Experience using ARS, Active Directory, SCCM, JAMF, Nexthink, and similar tools to support first contact resolution
- Experience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.
- Must be able to manage and organize your own workload and utilize your resources to ensure the Executive issues and requests are resolved.
- Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environments
- Experience following policies and guidelines on security and confidentiality
- Focused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives
- Excellent communication, interpersonal and analytical skills
- Must be able to communicate the concept behind the problem/resolutions to Nike Executives
- Applies best practices and knowledge of internal/external business challenges to improve processes and services
- Experience performing system administration responsibilities within an enterprise environment.
- Experience supporting end to end technology services and solutions
- Experience supporting Audio Video Conferencing technology and Live Meeting Streaming
Required Qualifications:
- Bachelor's degree in Computer Science or related field or +2 years' additional experience
- 2+ years' experience in a Deskside Support role with at least 1 years face to face support.
- 2+ years supporting MAC and Windows platforms
- Expertise with MS Office suite, including Outlook
- Tier 2+ level networking skills (VLANs, DHCP, DNS)
- Experience providing support within a Fortune 500 global company
- Experience supporting C level executives
Preferred Qualifications:
- Industry Certifications like A+ and ACMT
- Desktop Support or Customer Service Certifications
- ITIL Foundations Certification
- Baseline OEM Certs / Hardware Repair Certs
- Experience with Service Now ITSM Tool Suite
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the
location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world. NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
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