IT Support Specialist in English

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

• Fluency in English (both written and verbal), Italian or/and Spanish is a plus.
• Specialized know how on Windows, Network, Active Directory, Databases.
• Proven remote support know-how (patches etc.).
Proven IT Education and 1 year job experience or 5 years experience as IT Specialist.
• Technical orientation.
• Strong communication and teamwork skills.
• Very good analytical skills.
• Eagerness/willingness to learn and show a high degree of flexibility.
• Ability to perform under pressure.
• Ability to multi-task.
• Ability to work in 24/7 shifts.
• Customer focus.
• Ability to learn and apply new technology and methodologies in a distributed environment based on an existing knowledge.
• Ability to solve problems quickly and completely.

• Receiving and handling contacts (phone calls, emails or self-service requests)
• Providing remote technical software support to clients
• Keeping track of changes as per agreed upon processes and procedures on a daily basis
• Identification and authentication of the user
• Monitoring the email inbox and the Self Service Requests queue
• Opening of an incident/request ticket with clear description in English in the ticketing tool
• Analyzing problems/situations, understanding problem impact on client business
• Classifying and making an initial assessment of incidents/service requests
• Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error
• Route all Service Desk non solvable incidents/service requests to the appropriate level support, based on agreed service levels
• Keeping users informed on how to get updates on request status and progress
• Responding to client queries, providing timely resolutions to client issues
• Knowledge of standard office applications such as MS Office, operating system Windows 7 , networking knowledge and server experience
• Performing in international software support delivery processes and environments
• Employing client‘s standard support delivery methodologies and tools
• Maintaining highest client satisfaction - performing problem management and end-to-end problem ownership
• Applying problem solving techniques
• Analyzing problems/situations, understanding problem impact on client business
• Interacting with client functions consistently until problem solution