Field Support Technician

Job Description
Working in a fast-paced, constantly evolving environment, you will be responsible for providing high-level VIP IT support, delivering exceptional customer service and hands-on technical assistance. This is a fantastic opportunity to join an ambitious company operating at the forefront of its industry and play a key role in delivering a premium, personalised IT support service. This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are handled in a timely and professional manner, with a particular focus on providing a responsive and discreet service to VIP users. You will need to take a proactive approach, handling support queries over the phone, via email and face to face, as well as acting as a point of escalation to third-party resolver groups for issues you are unable to resolve directly. Job Responsibilities
• Provide support that consistently meets or exceeds customer expectations;
• Identify, analyse and repair product failures, ordering and replacing parts as needed;
• Support and maintain user account information, including permissions, security settings and system group membership;
• Provide hands-on onsite support for hardware or software issues escalated by Tier 2 and Tier 3 teams, coordinating with the relevant resolver group as needed;
• Troubleshoot and resolve issues involving network devices;
• Coordinate with third-party vendors and manufacturers to obtain technical assistance and resolve hardware or software problems;
• Install PCs, peripherals and LAN-based equipment;
• Assist with security, file access and other administrative procedures related to office moves;
• Move workstations, peripherals and telecommunications equipment as required;
• Order, receive and provide the equipment, materials and third-party services required to implement IMAC activities;
• Install and configure equipment, cables, outlets and other hardware required for IMAC activities;
• Test completed IMAC activities and obtain acceptance from the end user;
• Document changes to inventory and equipment configurations;
• Provide audio-visual and conference-room support for platforms such as Webex, Microsoft Teams and Zoom. Job Requirements Qualifications And Skills
• At least 5 years' experience in onsite support. An equivalent combination of education and relevant experience may also meet this requirement;
• ITIL Foundation certification is recommended;
• Microsoft Windows operating system and/or Microsoft Office certifications are an asset;
• Advanced skills in Microsoft 365 applications;
• Scripting or coding skills are an advantage;
• Ability to troubleshoot basic hardware issues;
• Advanced user knowledge of iOS and Android, together with basic networking skills;
• Knowledge of Active Directory and user permissions;
• Strong teamwork and analytical skills;
• Positive, open-minded attitude and the ability to manage stress effectively;
• Customer-oriented approach, strong service awareness, and excellent interpersonal and communication skills;
• Ability to adapt to a rapidly evolving technology environment and learn quickly;
• Ability to manage day-to-day responsibilities and deliver specific outputs;
• Strong relationship-building skills, with the ability to connect with people and build trust quickly;
• Proficiency in the local language and a good command of English.

What We Offer
• Personalised learning journeys and a structured career path;
• An international work environment with multicultural teams;
• Access to LinkedIn Learning, internal mentoring programmes, and the global SAI Library to support AI adoption;
• An Employee Assistance Programme (EAP), offering psychological, legal and financial counselling for you and your family;
• Additional annual leave, with extra days based on length of service;
• Comprehensive hospitalisation and group insurance, with the option to include family members;
• Meal vouchers, a referral programme, and reimbursement of public transport costs;
• Eco-vouchers. 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. 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. In case you need further information, just send us a message at [email protected] and we'll be happy to assist 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

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 [email protected] 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.