We are seeking a skilled IT Support Technician with a strong background in end-user support and familiarity with common tools. The successful candidate will be responsible for handling tickets assigned to the local workgroup from the Global Service Desk and logging walk-in tickets related to end-user support. The role involves interfacing with the Global Service Desk and other global support groups to fulfil the deliverables supporting the OSS contract. The other side of the role is task based and includes delivering hardware to new and current employees, processing returned and broken hardware and participating and leading annual IT Workplace Refresh Rollout projects, which involves replacing various models of laptops, PCs, iPads, and phones. Key Responsibilities Take initiative in managing, responding to, and owning incidents and tasks in the support queue, with a preference for ServiceNow knowledge. Ensure accurate and timely tracking of incidents and calls, adhering to specific Service Level Agreements (SLAs). Demonstrate proficiency in troubleshooting hardware issues on Lenovo PCs (Desktops/Laptops). Possess experience in hardware support, including tasks such as printer setup and component replacement. Exhibit the ability to resolve Windows 10 Operating System errors. Show proficiency in the Microsoft Office 365 Suite. Handle basic support for DEP Apple iPad and iPhone issues, with a preference for InTune MDM. Take ownership of IT Workplace Refresh projects. Perform computer imaging tasks. Manage desk setups and moves. Possess network troubleshooting skills, including but not limited to; network patching (Cat6 & Fibre), TCP/IP commands & device installation in racks. Have basic knowledge of Microsoft Active Directory. Conduct Portable Appliance Testing (PAT) on electrical equipment. Requirement's Minimum of 3 years' experience in an IT Support Role. Proficiency in English, both written and spoken. Ability to work flexibly, efficiently, and independently. Proven track record of owning projects and taking responsibility for their delivery. Ability to translate technical information into language comprehensible to non-technical audiences. Strong commitment to customer service and proven experience in building customer relationships. Excellent organisational skills, with a keen attention to detail. Exceptional verbal and written communication skills. Proven ability to manage multiple tasks simultaneously. Possession of a valid driving license/This role will be split within 2 sites What we offer Competitive salary and benefits package including monthly absence free bonus; Private health scheme including Private Medical, Dental, Optical and Holiday Travel Insurance that are applied according to company policy; Extra vacation days; Opportunities to learn and develop: training programs; Personalized career path within the organization; Exposure to an international environment as part of a multicultural team spread across Europe. 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! About us We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.