Currently pursuing or holding a degree in IT, Computer Science, or related field
Experience with networks and TCP/IP protocols
Strong knowledge of Windows and macOS operating systems
Familiarity with ITSM tools like ServiceNow
Proficiency in Mobile Device Management platforms
Excellent verbal and written communication skills in English (Spanish or Portuguese a plus)
CompTIA A+ certification or equivalent preferred
Responsibilities
Provide in-person and remote technical support for mobile devices and computers
Manage onsite IT assets across various locations
Support a diverse printer ecosystem and videoconferencing equipment
Perform complete lifecycle management of IT endpoints
Document activities in incident and asset management systems
Manage IT incidents and service requests to meet SLAs
Partner with business stakeholders to identify and escalate technology issues
Benefits
Opportunity for continuous learning and professional development
Exposure to luxury retail technology environments
Potential for travel to various locations
Collaborative team environment
Access to advanced IT tools and systems
Full Job Description
Details:
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
Job Requirements
Details:
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
