Deskside Technician II

Details:

Who we are

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.

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