Deskside Technician II

PROXIMITY SUPPORT TECHNICIAN

1. • Key Responsibilities
     • End-User Support & Device Management
       • Provide professional in-person and remote technical support for mobile devices (smartphones, tablets), laptops, desktops, and peripheral equipment
       • Execute iPhone/iPad activations, Mobile Device Management (MDM) enrollment, and carrier coordination for wireless deployments
       • Support Apple devices (iPhones, iPads, MACs) and Windows operating systems with Microsoft Office suite
       • Deliver hardware/software troubleshooting and break-fix services consistent with luxury retail brand standards
     • Infrastructure & Equipment Support
       • Manage onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices
       • Support diverse printer ecosystem including HP LaserJet, Zebra printers, retail printers (RFID/Epson), and general office printers
       • Set up and support videoconferencing equipment (Zoom) and audio/video systems (e.g., Carlipa)
       • Perform initial troubleshooting and first-level support for network infrastructure, including connectivity issues and equipment reboots
       • Maintain point-of-sale systems, displays, scanners, input devices and handheld devices
     • Lifecycle & Asset Management
       • Perform complete lifecycle management of endpoints including imaging, provisioning, configuration, upgrades, and decommissioning
       • Conduct IT asset inventory control and management with complete audit trails
       • Provision, track, and maintain loaner/temporary equipment inventory for business continuity
       • Maintain asset hygiene standards including lifecycle tracking, disposal protocols, and regional compliance requirements
       • Perform basic hardware maintenance (Intel, Mac)
     • Project Support & Documentation
       • Support new store openings and sites like warehouse or manufacture, renovations, relocations, and closures including technology setup/teardown and cutover coordination
       • Participate in small-scale IT projects such as new software/hardware deployments or system updates under supervision
       • Document all activities accurately in incident, request, and asset management systems
       • Create and update technical documentation and knowledge base articles
       • Contribute to knowledge management systems by documenting solutions, creating how-to guides, and reporting recurring issues
     • Incident & Service Management
       • Manage and control IT incidents and service requests, ensuring timely resolution and adherence to Service Level Agreements (SLAs)
       • Conduct scheduled and ad-hoc site visits to provide proactive support and assess IS&T health
       • Conduct basic monitoring of systems and infrastructure, reporting anomalies to senior team members
       • Coordinate effectively with third-party vendors, OEMs, and internal support groups (network, security, applications)
     • Business Partnership & Escalation
       • Partner with business stakeholders to identify technology pain points and escalate systemic issues through proper channels
       • Translate business needs into technical solutions or route requests to appropriate specialized teams
       • Demonstrate service-excellence mindset and effective conflict resolution skills

• Required Qualifications & Skills
  • Education & Experience
    • Currently pursuing or holding a degree in Information Technology, Computer Science, Computer Engineering, or related field
    • Experience with networks and TCP/IP protocols
    • Strong experience and knowledge of Operating Systems (Windows and macOS)
  • Technical Competencies
    • Familiarity with ITSM (ServiceNow) and remote support tools
    • Proficiency with Mobile Device Management platforms
    • Understanding of asset management systems and lifecycle processes
• Professional Skills
  • Excellent verbal and written communication skills with intermediate to advanced English language proficiency (Option for Spanish or Portuguese based on the location)
  • Demonstrated ability to work effectively in a team environment
  • Aptitude for conflict resolution and managing pressure effectively
  • Proactive attitude and strong desire for continuous learning and professional development
  • Service-excellence mindset appropriate for luxury retail environments
  • CompTIA A+ or equivalent
  • Availability for travel
  • Valid driver's license and full ability to drive

• Required Qualifications & Skills
  • Education & Experience
    • Currently pursuing or holding a degree in Information Technology, Computer Science, Computer Engineering, or related field
    • Experience with networks and TCP/IP protocols
    • Strong experience and knowledge of Operating Systems (Windows and macOS)
  • Technical Competencies
    • Familiarity with ITSM (ServiceNow) and remote support tools
    • Proficiency with Mobile Device Management platforms
    • Understanding of asset management systems and lifecycle processes
• Professional Skills
  • Excellent verbal and written communication skills with intermediate to advanced English language proficiency (Option for Spanish or Portuguese based on the location)
  • Demonstrated ability to work effectively in a team environment
  • Aptitude for conflict resolution and managing pressure effectively
  • Proactive attitude and strong desire for continuous learning and professional development
  • Service-excellence mindset appropriate for luxury retail environments
  • CompTIA A+ or equivalent
  • Availability for travel
  • Valid driver's license and full ability to drive