On-Site Technical Support L2

Description

Job Summary: We are seeking a technician or bachelor's degree holder in Computer Science and Informatics, Electronics, Systems Engineering, or related fields to provide microcomputer support, and equipment installation and configuration. Key Highlights: 1. On-site support for the microcomputer park across multiple locations. 2. Installation, configuration, and maintenance of computer equipment. 3. Incident resolution and first-level technical support. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 41 countries, doing what they love and co\-creating a better future. **Responsibilities and Authorities** Responsibilities: * Provide support for the microcomputer park located at AJINOMOTO’s facilities — Plant, La Victoria, Ecuador, Chile, and Bolivia. * Address incidents and/or service requests related to office software, operating systems (Windows), web browsers, antivirus, printer configuration, and other AJINOMOTO-used applications. * First-line support for incidents or requirements involving IP telephones (installation, configuration) and audiovisual/videoconferencing rooms (cable inspection, connection support, projection, etc.). * Installation and configuration of local printers; configuration of network printers — coordinated with the Printing Service provider, and performing diagnostic-level support for multifunction devices. * Preparation, installation, configuration, and replacement of computing equipment due to technological renewal. Includes equipment cloning, user data backup, equipment personalization, and data restoration. * Management of shipments for microcomputer equipment and other IT equipment (e.g., IP telephones, communication devices, etc.), including packaging, preparation of shipping labels, and handover to the Administration team. * Proactively identify equipment requiring removal due to lack of use (e.g., employee termination) and suggest improvements within the scope of provided support. * Channel necessary guidelines and observations to improve first-level case resolution, thereby optimizing the support process for both levels. This includes documenting knowledge base entries after Supervisor review. * Accurately document first-level escalated incidents in the Aranda tool. * Understand and comply with company policies, standards, and procedures governing second-level responsibilities. * Perform additional tasks assigned by the Supervisor or Head of IT Operations, related to functional duties. **Requirements and Qualifications** Requirements: * Technician or Bachelor’s degree in Computer Science and Informatics, Electronics, Systems Engineering, or related disciplines. * 2–3 years of experience in technical support. * Courses in computer assembly. * Knowledge of basic Information Security and cybersecurity concepts. * Familiarity with ITIL 3 or 4 — course completion or certification. * Experience using ISTM ticketing tools. * Proficiency with administration tools (Active Directory, Server, email consoles, etc.). * Proficiency with remote support tools. * Printer installation and configuration. * Preparation, installation, configuration, and replacement of computing equipment due to technological renewal. Includes equipment cloning, user data backup, equipment personalization, and data restoration. * Shipment management, packaging, and label preparation. * Customer orientation. * Empathetic communication. * Work quality. * Dynamism and energy. * Analytical problem-solving ability. Looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow — together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you’re a disruptive individual, committed to continuous learning, and innovation is part of your DNA, then we’re exactly what you’re looking for. Come build a better future — together!