On-Site Technical Support L2

Description

Job Summary: We are seeking a professional to provide microcomputer support, manage incidents, configure equipment, and improve processes in IT environments. Key Highlights: 1. Comprehensive support for microcomputer infrastructure and IT. 2. Opportunity to propose improvements and optimize processes. 3. Be part of a global team that values innovation. 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 Duties** Responsibilities: * Provide support for the microcomputer fleet located at AJINOMOTO’s facilities — Plant and La Victoria — as well as in Ecuador, Chile, and Bolivia. * Support 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 requests involving IP telephones (installation, configuration) and audiovisual/videoconferencing rooms (cable inspection, connection support, projection, etc.). * Installation and configuration of local printers, and network printer configuration — coordinated with the Printing Services provider; for multifunction devices, perform diagnostics-level support. * 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.). Includes packaging, preparation of shipping labels, and handover to Administration staff. * Proactively participate in identifying 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 enhance first-level case resolution, thereby optimizing the support process for both levels. This includes documenting knowledge base entries after Supervisor review. * Properly document all incidents escalated from first-level support in the Aranda tool. * Understand and comply with company policies, standards, and procedures related to second-level support activities. * Perform additional tasks assigned by the Supervisor or TI Operations Manager, related to functional responsibilities. **Requirements and Qualifications** Requirements: * Technical or Bachelor’s degree in Computer Science and Informatics, Electronics, Systems Engineering, or related fields. * 2–3 years of experience in technical support. * Courses in computer assembly. * Knowledge of basic Information Security and cybersecurity concepts. * ITIL 3 or 4 \- Course 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 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!