Deskside Technician II

Who we areStefanini 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. What will you do?Supporting IT equipment in large corporate environmentDesktop/laptop tech support (Mac and PC)Windows 7/10 operating systemsSupport mobile devices, printers, scanners, wireless, VPN, etc.IMAC Support - IT equipment Install/Move/Add/ChangeMaintain repairs, spare parts, and componentsResearch and troubleshoot problemsMaintain system configurations and documentationTrack and resolve customer incidents and requests through the client's ticketing toolTroubleshoot and resolve hardware and software issues for Windows devicesBackup, restoration, and migration of user dataSmart Hands support with networking, server, and telecommunications technologiesPrinter and peripheral device supportInventory management of IT assets including asset auditingAbility to research and follow appropriate KB articlesAbility to work on-call and other after-hours support needsMay provide Executive supportVarious other tasks associated with deskside servicesMay need to be available to provide support at other client locations as neededOther duties as assigned What you'll getWork with brilliant minds, often within a global capacity;Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;Opportunity to participate in professional development eLearning programs within the Stefanini University and LinkedIn Learning, and other virtual training as well. Why we're differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making;



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 standardsManage 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 devicesPerform 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)Support 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 issuesManage 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)

Partner 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 skillsCurrently 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)Familiarity with ITSM (ServiceNow) and remote support toolsProficiency with Mobile Device Management platformsUnderstanding of asset management systems and lifecycle processesService-excellence mindset appropriate for luxury retail environmentsCompTIA A+ or equivalentAvailability for travelValid driver's license and full ability to drive

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