PWe are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology. /ppWe are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations. /ppHere, we like to say that technology is not the end, but the means: what really matters are the people who drive it all. /ppOur mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients. /ppWe are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects. /ppMore than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses. /ppIf you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place. /pbr /pIn this position, as a strongService desk agent /strong, your role will be to provide 1 st line support for internal/external users at client#39;s systems operations within their Network Operations Division (where mission critical systems are supported). /ppIt#39;s an opportunity to broaden your knowledge and apply your IT skills in a multicultural environment. The role primarily involves providing software and application support, but it#39;s not limited to this, as it will also require handling various troubleshooting requests. /p pThe Technician will manage customer calls and emails, troubleshoot, document, and resolve IT-related issues within their scope, using solutions from the knowledge base. They must work efficiently and promptly, ensuring that attendance, quality, and customer service metrics are met. /p pstrongWorking hours: shifts rotation to cover 24/7 (Monday to Sunday) /strong /p pstrongKey responsibilities /strong /p pProvide 1st Level End-user support for client users including /pulliSupport for specific client software and applications (installation, error messages, tweaking) /liliAnalyzing support requests sent by the customer by calls, mail, in person and web submit /liliAnswer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system /liliExamining all problems, evaluating complexity, impact and priority /liliGiving required support, efficiently and effectively and in accordance with priority, impact and SLA#39;s /liliEscalating problems according to procedures; to the client support groups or to the 2nd level /liliEnsuring follow-up of all issues: documenting and fill in ticketing system appropriately /liliAssist with defining and documenting knowledge base articles /liliAssist with special project work as needed /liliWindows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings) /liliNetworking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity) /li /ulbr /ulliFlexibility and able to adapt to different work environment /liliIT knowledge and previous experience to be able to resolve IT issues on the go /liliFast learner /liliPrevious successful customer service experience is considered an advantage /liliStrong analytical, technical, problem solving and organizational skills /liliStrong written and oral communication skills /liliTeam player, self-motivated, organized, detail oriented and able to handle changing priorities /liliAble to communicate problems/issues to customers in a non-technical manner /liliFlexibility. Working hours: shifts rotation to cover 24/7 (Monday to Sunday) /liliProficiency in English. /li /ul pThe preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job. /p br /ulliCompetitive salary and benefits package, including Meal Vouchers, Ecocheques /liliCompany car and fuel card /liliDue to shifts and nature of the role (24*7 environment with on call and night shifts), you get premium payment for certain hours (night shift, weekends) and even if On Call is not activated, we consider it and paid it as a full working day /liliHospitalization and group insurance /liliExtra vacation days /liliOpportunities to learn and develop: training programs /liliPersonalized career path within the organization /liliExposure to an international environment as part of a multicultural team spread across Europe /li /ulbr / Windows, Self motivated, Adaptability, Provide Software, Installation, Customer Service, Support Groups, Critical Systems, Ticketing Systems, 2nd Level Support, Communication, Customer Experience, Work efficiently, End User Support, Service Desk, Network operations, Manners, Design, Attention to detail, Communication, Fast Learner, VOS, Troubleshoot, Metric, Networks, Organization Skills, IT skills, Client Support, Project Work, ASA, Knowledge base, Personal computers, System Operation, Flexibility, Organization Skills, Networking, Client Software, Classification, Problem Management, Inventories, Evaluation, Customer Management, Failure Analysis