Deskside Technician II

Key ResponsibilitiesEnd-User Support & Device ManagementProvide professional in-person and remote technical support for mobile devices (smartphones, tablets), laptops, desktops, and peripheral equipmentExecute iPhone/iPad activations, Mobile Device Management (MDM) enrollment, and carrier coordination for wireless deploymentsSupport Apple devices (iPhones, iPads, MACs) and Windows operating systems with Microsoft Office suiteDeliver hardware/software troubleshooting and break-fix services consistent with luxury retail brand standardsInfrastructure & Equipment SupportManage onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate officesSupport diverse printer ecosystem including HP LaserJet, Zebra printers, retail printers (RFID/Epson), and general office printersSet 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 rebootsMaintain point-of-sale systems, displays, scanners, input devices and handheld devicesLifecycle & Asset ManagementPerform complete lifecycle management of endpoints including imaging, provisioning, configuration, upgrades, and decommissioningConduct IT asset inventory control and management with complete audit trailsProvision, track, and maintain loaner/temporary equipment inventory for business continuityMaintain asset hygiene standards including lifecycle tracking, disposal protocols, and regional compliance requirementsPerform basic hardware maintenance (Intel, Mac)Project Support & DocumentationSupport new store openings and sites like warehouse or manufacture, renovations, relocations, and closures including technology setup/teardown and cutover coordinationParticipate in small-scale IT projects such as new software/hardware deployments or system updates under supervisionDocument all activities accurately in incident, request, and asset management systemsCreate and update technical documentation and knowledge base articlesContribute to knowledge management systems by documenting solutions, creating how-to guides, and reporting recurring issuesIncident & Service ManagementManage 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 healthConduct basic monitoring of systems and infrastructure, reporting anomalies to senior team membersCoordinate effectively with third-party vendors, OEMs, and internal support groups (network, security, applications)Business Partnership & EscalationPartner with business stakeholders to identify technology pain points and escalate systemic issues through proper channelsTranslate business needs into technical solutions or route requests to appropriate specialized teamsDemonstrate service-excellence mindset and effective conflict resolution skills

Required Qualifications & SkillsEducation & ExperienceCurrently pursuing or holding a degree in Information Technology, Computer Science, Computer Engineering, or related fieldExperience with networks and TCP/IP protocolsStrong experience and knowledge of Operating Systems (Windows and macOS)Technical CompetenciesFamiliarity with ITSM (ServiceNow) and remote support toolsProficiency with Mobile Device Management platformsUnderstanding of asset management systems and lifecycle processesProfessional SkillsExcellent 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 environmentAptitude for conflict resolution and managing pressure effectivelyProactive attitude and strong desire for continuous learning and professional developmentService-excellence mindset appropriate for luxury retail environmentsCompTIA A+ or equivalentAvailability for travelValid driver's license and full ability to drive