On-Site Technical Support L2 - Intermediate English

Description

Job Summary: We are seeking a professional for microcomputer and systems technical support, resolving incidents and improving processes in a global environment. Key Highlights: 1. Comprehensive support for microcomputer parks and operating systems. 2. Equipment management, software configuration, and incident handling. 3. Opportunity to innovate and improve support processes. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 43 countries, doing what they love and co\-creating a better future. **Responsibilities and Authorities** Responsibilities: * Provide on-site technical support for microcomputer parks located at AJINOMOTO facilities — Plant and La Victoria (Peru), Ecuador, Chile, and Bolivia. * Handle incidents and/or service requests related to office software, operating systems (Windows), web browsers, antivirus, printer configuration, and other AJINOMOTO-used applications. * First-level support for incidents or requests involving IP phones (installation, configuration) and audiovisual rooms and videoconferencing (cable inspection, connection support, projection, etc.). * Install and configure local printers; configure network printers — coordinated with the Printing Services provider, and perform diagnostic-level support for multifunction devices. * Prepare, install, configure, and replace computing equipment due to technological renewal. Includes equipment cloning, user data backup, equipment personalization, and data restoration. * Manage shipping of microcomputer equipment and other IT equipment (e.g., IP phones, communication devices, etc.), including packaging, preparation of shipping labels, and handover to Administration staff. * Proactively identify equipment requiring removal due to lack of usage (e.g., employee termination), and propose improvements within the scope of provided support. * Channel necessary guidelines and observations to improve first-level case resolution, thereby optimizing the support process across both levels. This includes documenting knowledge base entries after Supervisor review. * Accurately document all incidents escalated from Level 1 in the Aranda tool. * Understand and comply with company policies, standards, and procedures applicable to Level 2 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 fields. * 2–3 years of experience in Level 2 technical support. * Intermediate English proficiency (verbal/written). * Computer assembly courses. **Desirable** * Basic understanding of Information Security and cybersecurity concepts. **Desirable** * ITIL 3 or 4 — course or certification. * Experience using ISTM ticketing tools. * Proficiency in administration tools (Active Directory, Server, email consoles, etc.). **Desirable** * Proficiency in 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. * Shipping management, packaging, and label preparation. * Customer orientation. * Empathetic communication. * Work quality. * Dynamism and energy. * Analytical problem-solving skills. Are you 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 are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and build a better future — together!