Responsibilities:
Provide 1st Level End-user support for client users including:
1. Microsoft Office issues (error messages, formatting, improving performance, various settings)
2. Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
3. Specific corporate software (installation, error messages, tweaking)
4. Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
5. Analyzing support requests sent by the customer by calls, mail, in person and web submit
6. Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
7. Examining all problems, evaluating complexity, impact and priority.
8. Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's.
9. Escalating problems according to procedures; to the client support groups or to the 2nd level
10. Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately
11. Assist with defining and documenting knowledge base articles
12. Assist with special project work as needed.
Job Requirements
Professional skills and required qualifications:
13. Flexibility and able to adapt to different work environment
14. IT knowledge and experience to be able to resolved IT issues on the go
15. Fast learner
16. Previous successful customer service experience is considered an advantage
17. Strong analytical, technical, problem solving and organizational skills
18. Strong written and oral communication skills
19. Team player, self-motivated, organized, detail oriented and able to handle changing priorities;
20. Able to communicate problems/issues to customers in a non-technical manner
21. Flexibility. Working hours: shifts rotation Mon - Fri 7am to 7pm
22. Proficiency in English and French
What's next:The 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.Diversity & InclusionHere at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!About usWe are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on and join us on, and where we regularly post insights from our colleagues.We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.Key Points to Remember:* Legitimate job offers only follow interviews conducted with our hiring managers or clients.* We will never ask for payment at any stage of the recruitment process.Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.#LI-ONSITE