Senior IT-Techniker (m/w/d)

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.

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 an opportunity to join an ambitious company operating at the forefront of its industry and play a key role in ensuring the successful delivery of a premium IT support service.

In this position, you will have primary responsibility in Germany, as well as remote support for retail stores in other European countries, with Munich as the main location and assignment for the support position. Full-time onsite presence is required, along with support for retail sites and corporate sites. You will work in coordination with the IT team on the day-to-day prioritization of tasks, escalations, and, to a lesser degree, potential contribution to project work (e.g. rollout and update activities).

Job Responsibilities

• Working with ITSM tools and achieving agreed SLAs;
• Troubleshooting and repairing hardware issues, providing proximity support for specialized systems within the technician's local area of responsibility;
• Installing customer-approved software;
• Basic network troubleshooting;
• Isolating or resolving customer-supported printer and multifunction device issues;
• Providing advanced software troubleshooting and support remotely using support tools and processes;
• Troubleshooting mobile device issues and remote access issues;
• Escalating tickets that cannot be resolved by Stefanini to the appropriate client or third-party support group for resolution;
• Conducting spare part and loaner pool management;
• Contributing to the creation of KBs and sharing shift-left knowledge from Field Service to Service Desk;
• Install/Move/Add/Change/Remove/Dispose (IMACR/D) services;
• Cascading and deploying PCs/Macs to end users;
• Carrying out new joiner onboarding when required;
• Configuring and deploying telephones and PCs/Macs post-image;
• Deploying IT equipment; imaging and staging PCs/Macs or mobile devices (including activation where necessary with the respective regional carrier);
• Managing equipment inventory and lifecycle following the customer's approved process;
• Communicating with the IT team on a day-to-day basis regarding escalations and issues;
• Directly engaging in general IT support as required. This may include, among other things:
  • Face-to-face and remote desktop and POS support;
  • Managing infrastructure for payment terminals;
  • HO and Back Office team support;
  • Setup and configuration of new routers, switches, and firewalls;
  • Onsite cabling;
  • Hardware support (workstation, laptop, printer repair and replacement);
  • Site hardware audits;
  • Software deployment and troubleshooting.

• Bachelor's degree and/or equivalent experience in Information Technology or Computer Science;
• Proven ability to deliver multi-site infrastructure related projects;
• The ability to manage multiple projects and activities at the same time, and to prioritize them appropriately;
• Excellent written and verbal communication skills;
• Flexibility to work outside of working hours as necessary;
• Ability and authorization to travel within Europe up to 20% of the time;
• Excellent problem-solving abilities;
• A solid, working understanding of Windows domain services (DNS, DHCP, RADIUS, etc.);
• Fluent in German and English;
• Must have authorization to work and remain in Germany.

Nice to have:

• Relevant technical qualification (MCITP / CCNA / VCP etc.);
• Experience in delivering UCaaS / CCaaS technologies;
• Experience working across multiple regions and cultures.

• Individual growth and development opportunities;
• Corporate trainings and LinkedIn Learning access;
• Structured career paths and mentoring support;
• International, multicultural work environment;
• Corporate benefits and employee discounts;
• Access to SAI Library, our global AI learning hub;
• 30 vacation days per year;
• Employee Assistance Program with confidential support;
• 13.5 salaries per year, including holiday and Christmas allowance;
• Employee referral program.