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.
This position is for Field Support Team Leader position that will require an individual to solve customer support issues.
Managing the day to day support provided by our team across multiple sites in Europe. The team consists of On Site Technicians (OSS) that visit customer’s machines to solve support related problems or resolve issues remotely.
This team interfaces with the Service Desk and other support teams to achieve the deliverables supporting the IMACR / OSS contract.
Candidates should have experience managing teams, delivering a quality service on customer sites.
Mandatory : English fluency
Key Responsibilities :
Manage OSS team across Europe
Help and encourage the team to meet ticket handing standards
Manage weekly team meetings to ensure training and information distributed to all the team
Schedule yearly reviews with team, making sure all details are recorded on HR systems
Ensure all sites are visited and incidents / request solved within KPI
Co-Ordinate onsite support with Customer Client Service Lead
Manage response to computer related request and incidents
Provide installation and upgrade services of supported hardware and software
Support of key engineering applications at use within the business
Provide on-site support to the Lisbon site
Ensure planning, schedules, breaks, code of conduct etc. are respected by the team members.
Professional skills and required qualifications :
4 Years’ experience in an IT Support Role
1 Years’ experience as a team leader
Good English and Portuguese mandatory
Hardware knowledge of Lenovo equipment
Good knowledge of MS Excel
Vendor management experience
ITIL Certification beneficial
IMAC Previous IMAC / Onsite experience
Ability to co-ordinate with multiple IT teams to achieve desired outcome
Proficient in Microsoft Office 2010 Suite Including Skype / Teams
Experience using ticketing tools to manage support (Service Now)
Candidates need to be flexible, efficient and able to work independently
Ability to communicate technical information to non-technical audiences in English and Portuguese
Strong sense of customer service
Good organizational skills
Excellent Verbal and Written Communication Skills
The main job location is Lisbon (Cabo Ruivo). Interested? Please send your CV using FSTL22 as subject.
Stefanini was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a full service global provider of offshore, onshore and nearshore outsourcing, IT consulting, systems integration and application and strategic staffing services to national and multi-national enterprises around the world.
We have close to 22,000 employees in 35 countries in the Americas, Europe, Africa, Australia and Asia. Our clients represent a broad spectrum of markets and industries, including financial and banking services, manufacturing, telecommunications, chemical services, technology, public sector and utilities.
To exceed the expectations of our customers, employees and shareholders through technology solutions and innovation.
To be the best provider of technology, globally recognized and admired as a strategic partner, and act with passion and energy to serve and delight our customers