Our company is developing and you can expand your career along with it.
Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.
Key Responsibilities
IT Operations:
- Lead daily IT operations for assigned geographical areas.
- Independently assess, diagnose, and troubleshoot IT issues.
- Perform operational activities to resolve IT-related malfunctions.
- Ensure timely operation of IT systems and platforms through coordination and collaboration.
- Use IT Service Management (ITSM) platform for performance tracking and reporting.
- Document IT solutions in the Knowledge Database.
- Proactively identify risks and propose improvements for IT operations.
- Engage in regular IT Workplace and Helpdesk team activities.
User (Employee) Experience Activities:
- Ensure resolution of IT tickets within agreed SLAs & KPIs and own end-to-end resolution of IT cases.
- Deliver excellent user experience during all IT interactions and partner with business units to enhance IT user journeys.
- Actively engage with regional stakeholders to gather feedback for IT process improvements.
- Manage difficult situations with professionalism.
Field Services Activities:
- Provide on-site support and perform IT activities across various client locations.
- Represent IT at regional locations and support user training on IT concepts and tools.
- Support multiple IT disciplines, including network infrastructure, helpdesk, application support, and hardware maintenance.
Requirements:
- At least 5 years of relevant experience in IT operations or support, especially in field services.
- Strong understanding of IT systems, platforms, and infrastructure.
- Proficient in diagnosing and troubleshooting IT issues.
- Familiarity with IT Service Management (ITSM) tools.
- Advanced knowledge of virtualization, networking and telecommunications;
- Ability to document solutions in a Knowledge Database.
- Proven track record in user support and customer service.
- Language skills: Proficiency in Italian language and a good level of English.
- Ability to collaborate effectively with IT and non-IT teams.
- Strong relationship-building skills with stakeholders and partners.
- Strong organizational skills to manage multiple tasks and prioritize effectively.
- Proactive in identifying improvements and proposing solutions.
Additional Requirements:
- Willingness to travel for on-site support to other customer locations (up to 50% of your work time).
- Active participation in team meetings and IT initiatives.
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 & Inclusion
Here 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!
What's next?
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity.
The recruitment process starts with an HR discussion, followed by a technical test and a final talk with the hiring manager.
About us
We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.
We 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.
Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.
Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.
We 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.
More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.
If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.
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.
If you suspect you've been targeted, please contact us immediately at for verification.
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!
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