Technicien support de proximité - Niveau 2

Job Description

Our company is developing and you can expand your career along with it. You will act as the On‑Site Support Technician and will be responsible for resolving end‑user issues locally and acting as the on‑site representative for remote IT colleagues. The primary tasks of the OSS Technician will include: managing issues that cannot be resolved remotely and overseeing IT inventory. The OSS will serve as a Level 2 Support Specialist. Candidates for this role should have advanced IT support knowledge and experience with specialized tools.

Key Responsibilities

• Create ServiceNow tickets on behalf of users, if they have not already done so.
• Ensure users comply with the company's IT standards and policies.
• Resolve tickets within the timelines defined by SLAs.
• Read and understand technical documentation in English (e.g., work instructions and operational documents).
• Manage IT inventory and the lifecycle of devices.
• Track and follow up on tickets assigned to groups.
• Deliver hardware orders on time.
• Manage mobile devices using tools such as AirWatch and Intune.
• Troubleshoot and understand errors related to Windows operating systems (Windows 7, 10, 11).
• Advanced knowledge of Windows operating systems.
• Perform network cable patching and, occasionally, switch racking.
• Be proficient with Microsoft Office 365 tools.
• Perform hardware troubleshooting for devices such as HP equipment, barcode scanners, ZEBRA printers, and more.
• Assist with small‑scale deployment projects.

Job Requirements

• Experience: 3 to 5 years in an IT support role.
• Autonomy: High degree of autonomy and ability to work independently.
• Technical Communication: Ability to simplify and explain technical information to non‑technical users.
• Customer Service Orientation: Proactive approach to user needs, empathetic attitude, and strong teaching skills.
• Organizational Skills: Highly organized with excellent time management.
• Teamwork: Strong team spirit and collaboration skills.
• Driver's License: A valid driver's license is a plus.
• Language Skills: Proficiency in English is required.

Training Needs/Requirements

All employees are required to complete mandatory training programs as part of their employment. This includes onboarding training, which is compulsory for all new hires and must be completed within the timelines communicated. Onboarding may include, but is not limited to, online induction courses, compliance and ethics training, cybersecurity awareness, and any country‑specific or role‑related content shared with the employee. In addition, employees are required to complete Health & Safety (H&S) training in accordance with local legislation and internal policies, within the deadlines specified. Timely completion of all mandatory training is a condition of employment.

Diversity & Inclusion

At Stefanini Group, we value diversity and equity. We are committed to creating an inclusive environment for all employees, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, or nationality. We believe in the importance of being yourself and encourage individuality in the workplace.