Helpdesk Technician II

Who we are For 30+ 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 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. What will you do? Provide professional end-user support via telephone, email or web submits Provide restorative or maintenance actions to resolve end-user problems Responds to end-user problems based on standard procedures Track incidents and calls, including but not limited to, entering data into the database timely and accurately May be responsible for ensuring systems are configured properly Exceptional Customer Service Skills VPN troubleshooting 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; Open floor plan environment where collaboration is highly encouraged! Take a look for yourself Here's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdYBachelor"s degree or vocational in IT-related courses required. Minimum of completed two (2) years in college or has finished a Diploma/Certificate course. Excellent oral and written English communication skills. Excellent customer service skills. Excellent hardware and Software troubleshooting skills. Experience with supporting remote users required. Experience with supporting and mentoring Level I Service Desk agents. Must be able to take escalations from Level 1 Support Agents and resolve the issue without escalation to a Level 2 or 3 team. Experience with troubleshooting failed remote software installs and repairs. Must consistently meet or exceed aggressive performance criteria including First Contact Closure and Average Handle Time targets. Able and willing to take handle several concurrent support requests through different support channels at the same time. Prior expert Software Application support (e.g. Outlook, etc.) experience required. Prior ITO experience in Technical Support is required. In-depth experience with troubleshooting Wi-Fi and network connectivity including remote access using Varity of different modems and routers Must be willing to change work shifts with advance notice as business needs requires