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Detalhe da Oferta:
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 Field Support Team Leader role 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 that visit customer's machines to solve support related problems or resolve issues remotely. This team interfaces with the Service Desk and other support. Candidates should have experience managing teams, delivering a quality service on customer sites.
This client operates within the industrial business sector and it is based in Albarraque (Rio de Mouro, Sintra).
- Work model: on-site from the client’s facilities in Albarraque / Rio de Mouro;
- Project duration: long-term;
Role Responsibilities:
• 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 client’s site in Albarraque / Rio de Mouro;
• Ensure planning, schedules, breaks, code of conduct etc. are respected by the team members;
Role requirements:
• English and Portuguese fluency (both written and spoken) are mandatory;
• Minimum of 4 years of experience with PC support, Help Desk or IS Customer Service area in complex environments;
• Previous experience in leading, supervising, monitoring teams: managing the day-to-day activities of the team on the ground, and delegating tasks to team members;
• Experience with Windows & Office apps;
• Experience with Office 365 (e.g. OneDrive, Exchange Online, Teams, Sharepoint, AzureAD, EMS);
• Experience with iOS and Android, mobile device support;
• Experience with MacOS;
• Experience with ticket management tools, ideally ServiceNow;
• Experience with Asset and hardware management;
• Vendor management experience;
• Excellent oral and written communication skills;
• Customer oriented (Service awareness);
• Excellent interpersonal skills;
• Experience with coaching members on achieving goals;
• Team Player profile, able to organize and coordinate team members;
• Analytical Thinking skills;
• Problem Solving / Conflict resolution skills;
• Able to deliver service to Senior Executive people;
• Ability and willingness to work outside of office hours as well as be available 'on call';
• Proactive attitude;
• Availability to travel (within Europe);
• ITIL v3 Foundation certification (nice to have)
Benefits:
• Private health insurance;
• Training platform for hard and soft skills;
• Referral bonuses;
• Career progression;
What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. To apply, please send your updated CV to Mostrar Email >
using FSTL as subject.
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
About us
We are a multinational company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.
Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.