Deskside Technician II
About The Position
Stefanini is a global provider of IT services, including application development, outsourcing, infrastructure support, systems integration, consulting, and staffing. The company has more than 25,000 employees across 77 offices in 40 countries. The Deskside Technician II provides in-person and remote technical support for end-user devices and IT infrastructure across retail stores, distribution centers, repair and manufacturing facilities, and corporate offices. The role supports Apple and Windows devices, printers, videoconferencing and audio/video equipment, point-of-sale systems, and related peripherals. It also manages endpoint and asset lifecycles, supports site openings and other technology projects, documents work, and coordinates incidents and service requests in accordance with service levels. The technician works with business stakeholders, vendors, and specialized internal support teams, escalating issues as appropriate.
Requirements
- Currently pursuing or holding a degree in Information Technology, Computer Science, Computer Engineering, or a related field.
- Experience with networks and TCP/IP protocols.
- Strong experience and knowledge of Windows and macOS operating systems.
- Familiarity with ITSM platforms such as ServiceNow and remote support tools.
- Proficiency with mobile device management platforms.
- Understanding of asset management systems and lifecycle processes.
- Excellent verbal and written communication skills and intermediate to advanced English proficiency.
- Ability to work effectively in a team environment.
- Aptitude for conflict resolution and managing pressure effectively.
- Proactive attitude and desire for continuous learning and professional development.
- Service-excellence mindset appropriate for luxury retail environments.
- CompTIA A+ certification or equivalent.
- Availability to travel.
- Valid driver's license and full ability to drive.
Nice To Haves
- Spanish or Portuguese language skills, depending on location.
Responsibilities
- Provide professional in-person and remote support for mobile devices, laptops, desktops, and peripherals.
- Activate iPhones and iPads, enroll devices in mobile device management (MDM), and coordinate wireless deployments with carriers.
- Support Apple devices and Windows operating systems, including Microsoft Office, and perform hardware and software troubleshooting and break-fix services.
- Support onsite IT assets across stores, distribution centers, repair facilities, manufacturing sites, and corporate offices.
- Set up and support HP LaserJet, Zebra, RFID/Epson retail, and general office printers.
- Set up and support Zoom videoconferencing equipment and audio/video systems such as Carlipa.
- Provide initial troubleshooting for network infrastructure, including connectivity issues and equipment reboots.
- Maintain point-of-sale systems, displays, scanners, input devices, and handheld devices.
- Manage endpoint lifecycles, including imaging, provisioning, configuration, upgrades, and decommissioning.
- Maintain IT asset inventory and audit trails, track loaner and temporary equipment, and follow asset hygiene, disposal, and regional compliance processes.
- Perform basic Intel and Mac hardware maintenance.
- Support store openings, warehouse or manufacturing site work, renovations, relocations, and closures, including technology setup, teardown, and cutover coordination.
- Participate under supervision in small-scale IT projects such as software and hardware deployments or system updates.
- Accurately document activities in incident, request, and asset management systems; create and update technical documentation and knowledge base articles.
- Document solutions, create how-to guides, and report recurring issues to support knowledge management.
- Manage and control incidents and service requests, ensuring timely resolution and adherence to SLAs.
- Conduct scheduled and ad-hoc site visits to provide proactive support and assess IS&T health.
- Perform basic systems and infrastructure monitoring and report anomalies to senior team members.
- Coordinate with third-party vendors, OEMs, and internal network, security, and applications support groups.
- Partner with business stakeholders to identify technology pain points and escalate systemic issues through appropriate channels.
- Translate business needs into technical solutions or route requests to specialized teams.
- Provide service-oriented support and use effective conflict resolution skills.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
