Sr. Deskside Technician

The primary responsibility of the Technical Services Support Analyst is to provide technical support and oversite of a luxury brand's Premier Retail Landmark location. This includes the delivery of new technologies in partnership with outside partners to support organization growth, as well as support of existing technology unique to the location.



The analyst will also be responsible for providing support service delivery which includes incident, problem, and change management to facilitate project and support initiatives.



The technology covered is broad, however the analyst will focus on support of Point of Sale and Automated inventory solutions therefore the candidate needs to have a solid technical background and must be able to quickly adapt to new environments and technologies through collaboration with regional IT teams as well as local operations. The role will drive internal autonomy for support of these technologies, and therefore the individual must have technical writing experience.



This role demands onsite availability 5 days a week, and shift schedules may include weekend support, including a Tuesday thru Saturday until 9pm during the holiday season. Due to the nature of responsibilities, working outside of normal business hours and on weekends may be required to support project related activities as well as beyond peak period support.







% of time

Sum to 100%

Manage the delivery and support of Infrastructure technology including lifecycle management programs related to but not limited to the delivery of:

Cegid Point of Sale systems

Endpoint Technology including PC, MAC, Mobile Devices (iOS and Android), Printers, Telephones

Software delivery and maintenance

This includes New Technologies, Applications, and Processes

35%

Provide Support the Automated Vertical Lift Module responsible for inventory management

Provide technical hands-on support in conjunction with remote support vendors.

Develop detailed operational guides and work instruction with a strong focus on internalizing support.

Perform routine status checks and reporting on daily and weekly basis to internal clients



35%

Responsible to fulfill hardware requests, the support role will be expected to physically complete the work below or manage the deployment directly with the vendor:PC\Laptop workstations\printersPOS & payment devices



10%

Responsible for identifying gaps with processes and knowledgebase articles. Partner with IT and Operations in development of documentation for future reference and problem avoidance as well as coordinate training events with for new and existing employees alongside retail excellence team.



10%

Effectively manage relationships with all business units IT internal and external partners. Proactivity follow up with clients to ensure incidents are brought to resolution within the agreed SLA.



10%



Required

4-6+ years experience in IT support & service delivery function

Experience with Windows 10, Windows 11, Apple iOS, and Office 365 Tools.

Experience with Active Directory and User\Endpoint Management Administration

Excellent interpersonal, written and oral communication skills, with focus on attention to detail

Experience with command line (i.e. powershell)

Experience with Automated systems

Ability to build and maintain business partnerships

Ability to approach technical challenges from a business perspective

Ability to multi-task and manage time well.

Superior verbal and written communication skills

Ability to establish technical credibility with customers, peers, and Engineers.

Strong analytical and problem solving skills

Preferred

Bachelors degree in IT or equivalent certifications

Experience with Software Management and Distribution

Experience with Video Conference and Collaboration technologies.

Experience with Cisco/Meraki Switching, Wireless

IP addressing (Subnetting and assignment)

PLC Awareness of general PLC operation, experience is desired

HMI Panels Awareness of operation, experience is desired



#LI-BH1 #LI-ONSITE