Field Support Team Leader
Stefanini EMEA
há 1 dia
source : Ofertas de Emprego

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

Team focused

The main job location is Lisbon (Cabo Ruivo). Interested? Please send your CV using FSTL22 as subject.

Company Profile

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.

Our Mission

To exceed the expectations of our customers, employees and shareholders through technology solutions and innovation.

Our Vision

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

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