Deskside Technician I

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 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