Deskside Technician II

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 Laser Jet, 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 (Service Now) 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…