Highlights
Individuals will be providing customer facing technical support to investigate more complex incidents and facilitate resources to resolve critical outages and restoring operational services. The Level 3 team is an elevated support layer delivering the best-in-class technology support and responsible for Outage Management, Problem management and incident escalations.
Numbers & Facts
| Location | Remote (Remote) |
| Industry | Computer/IT Services |
| Company Size | 10,000 employees or more |
| Year Founded | 1987 |
| Website | http://www.stefanini.com |
Description
The Level 3 team is an elevated support layer delivering the best-in-class technology support and responsible for Outage Management, Problem management and incident escalations. Individuals will be providing customer facing technical support to investigate more complex incidents and facilitate resources to resolve critical outages and restoring operational services. Excellent communication skills and strong in-depth technical experience with knowledge of IT products and services is crucial for this role.
Responsibilities:
- Manage the resolution of incidents related to outages or major disruptions to services where a coordinated effort is needed to achieve timely resolution
- Lead the post-resolution analysis of outages to identify their root cause and oversee the activities needed to address them permanently
- Manage the resolution of complex incidents escalated from the Technical Support Level 2 and other resolver teams
- Create and publish knowledge articles to assist teams during incident resolution
- Identify opportunities to improve service delivery and communicate with technology teams to implement
- Excellent organizational skills with the ability to prioritize
- Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
- Strong analytical/problem solving skills
- Troubleshooting and configuration skills
- In-depth knowledge of hardware and software
- Understanding of new systems and technologies
- Technical know how of IT products and services
- Excellent communication and customer service skills
- 5+ years' experience in providing technical support.
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.