Helpdesk Technician II

Stefanini

Troy, MI
1 day ago

Employee

Highlights

It requires up to 3 weeks of on site training and will transition into a hybrid position spending 2/3 days per week on site. Track incidents and calls, including but not limited to, entering data into the database timely and accurately.

Numbers & Facts

Location	Troy, MI
Job Type	Employee
Industry	Computer/IT Services
Company Size	10,000 employees or more
Year Founded	1987
Website	http://www.stefanini.com

Description

This position is open to candidates in the Metro Detroit, Michigan area, or the Roswell, Georgia area. It requires up to 3 weeks of on site training and will transition into a hybrid position spending 2/3 days per week on site.

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.

Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.

Process P1/P2 tickets - Issue that needs immediate assistance

Bachelor's degree or vocational in IT-related courses is a plus.

Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.

Must have at least 2+ years Technical Support experience

Excellent in oral and written English communication.

Excellent customer service skills.

Must consistently meet or exceed the required performance criteria.

Able and willing to make several calls a day when necessary.

Familiarity and good working knowledge in PC hardware and software troubleshooting.

Prior Software Application support (e.g. Outlook, etc.) experience is a plus.

Prior BPO experience in Technical Support is a plus.

Familiarity with ticketing system, a strong advantage.

Shift flexibility and schedule adherence are required for the position.

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TECHNICAL SUMMARY

Software

Hardware

Active Directory

Dell

Okta

Citrix

Cisco Meraki

Office365

Verifone Payment Devices

ServiceNow

Samsung

Webex Teams

Apple

Webex Meetings

8x8 VoIP Phones

Workday

Polycom

Adobe

Yealink

PowerBI

Honeywell

Salesforce

WorkspaceONE (Airwatch)

InTune

Android

iOS

About Company

Stefanini is a global IT services company with over 24,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia. Since 1987, Stefanini has been providing offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world.

With a base of over 500 active clients, including more than 300 multinationals, Stefanini maintains a strong presence in industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector, and utilities. Clients benefit from Stefanini's financial stability, sustained year-over-year growth, and zero net debt. The corporate global headquarters is located in Sao Paulo, Brazil with European headquarters in Brussels and North American headquarters in metropolitan Detroit.