Description:
As Senior Deskside Technician, you will have a primary responsibility on an EMEA cluster scope, which typically include support of retail sites and corporate sites.
The support would be located in London, covering a particular cluster including UK, Ireland, Denmark and Sweden with headquarter office, stores and warehouse sites.
Job Responsibilities
- Troubleshooting and repairing hardware issues, providing proximity support for specialized systems within the technician's local area of responsibility;
- Installing customer's approved software;
- Basic network troubleshooting;
- Isolating or resolving customer's supported printer and multi-function device issues;
- Providing advanced software troubleshooting and support remotely using support tools and processes;
- Troubleshooting mobile device issues and remote access issues;
- Escalating Tickets that cannot be resolved by Stefanini to the appropriate client or third-party support group for resolution;
- Conduct spare part and loaner pool management;
- Contribute to the creation of KB and sharing shift-left knowledge from Field Service to Service Desk;
- Install/Move/Add/Change/Remove/Dispose (IMACR/D) Services;
- Cascading Deploying PCs/Macs to end users;
- Carry out new joiner onboarding when required;
- Configuring and deploying telephones, PCs/Macs post-image;
- Deploying IT equipment; imaging and staging PCs/Macs or mobile devices (includes activation where necessary on respective regional carrier);
- Managing the equipment inventory & lifecycle following a customer's-approved process;
- Communicate with EMEA IT team on day to day, escalation, issues;
- Directly engage in general IT support as required. This may include, amongst other things:
- Face to Face and remote desktop and basic POS support
- HO & Back Office team support
- Setup and configuration of new routers, switches and firewalls
- Hardware support (Workstation, laptop, printer repair and replacement)
- Site hardware audits
- Managing traffic counters
- Software deployment and trouble shooting
- Onsite cabling
- Managing infrastructure for payment terminals (varies across region)
- Ensuring in-store music solutions are available and fit for purpose
Job Requirements
- Bachelor's degree and/or equivalent experience in Information Technology or Computer Science;
- Proven ability to deliver multi-site infrastructure related projects;
- The ability to manage multiple projects / activities at a time, and to prioritise appropriately;
- Excellent written and verbal communication skills;
- Flexibility to work outside of working hours as necessary;
- The ability to travel 20% of the time within Europe;
- Excellent problem solving abilities;
- A solid, working understanding of Windows domain services (DNS, DHCP, RADIUS, etc.);
- Fluent in English;
- Must have authorization to work and remain in the UK.
- Nice to have: