Are you ready to be part of a global journey of transformation? At Stefanini Group, we believe in the power of collaboration to co-create innovative solutions combining cutting-edge technology, artificial intelligence, and human creativity. We are seeking a Field Service Specialist to provide high-complexity onsite IT support, ensuring the performance of local IT infrastructure. In this role, you will act as a technical escalation point, deliver VIP white-glove support to C-level executives, and interface directly with global IT teams.

Responsibilities

• Provide advanced N2/N3 troubleshooting for hardware and software across desktops, laptops (Windows and macOS), and mobile devices.
• Perform hands-on physical troubleshooting on local infrastructure, such as network equipment (switches, access points) and servers, assisting global engineering teams.
• Configure and support videoconferencing systems in meeting rooms (Microsoft Teams Rooms, Zoom, Cisco).
• Deliver high-agility, preventive VIP (White-Glove) support for executives (C-Level) and international visitors.
• Manage the IT asset lifecycle, including inventory control, equipment provisioning, disposal, and warranty processing.
• Communicate daily in English (via voice and chat) with international Service Desk and infrastructure teams.
• Log, update, and resolve tickets in English using global ITSM platforms (such as ServiceNow and Jira).
• Create and translate technical manuals, procedures, and Standard Operating Procedures (SOPs).
• Serve as the local Point of Contact (POC) for technology rollouts and the implementation of global guidelines.
• Provide technical mentorship and guidance to Junior and Mid-level analysts on the team.
• Conduct root cause analysis for recurring incidents and propose permanent solutions.
• Monitor service queues to ensure compliance with SLAs and high customer satisfaction (CSAT) standards.

Mandatory requirements

• Completed Bachelor's degree / Higher Education.
• Fluent English proficiency (mandatory for meetings, phone support, and technical documentation).
• In-depth knowledge of Windows, macOS, Microsoft 365 administration, Active Directory, and Azure AD.
• Solid technical knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi networks.
• Practical experience with Mobile Device Management (MDM) tools, such as Microsoft Intune or Jamf.
• Hands-on experience applying ITIL best practices.
• Strong behavioral profile characterized by autonomy, emotional intelligence under pressure, and outstanding interpersonal communication.

Differentials

• Previous experience delivering white-glove support to C-level executives.
• Prior participation in global technology rollouts or IT infrastructure projects.
• Experience collaborating directly with remote international engineering and service desk teams.

What we expect
We expect a proactive, resilient, and collaborative professional driven by technical excellence and continuous growth. If you thrive in a dynamic environment, value autonomy, and are eager to drive positive impact across local and global IT operations, we look forward to receiving your application.