Deskside Technician I

About the Role

• PROXIMITY SUPPORT TECHNICIAN

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.

Requirements & Tech Stack

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.