Reference code: JR122992
Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.
SUMMARY
This position provides an assistance to boutiques and office/warehouse users, and to continuously improve the support services. This position works for regional or global projects in cooperation with regional and global teams in HQ.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Organize and provide Level 2 support in fulfilling IT requests and resolving issues encountered in users’ daily use of IT, including but not limited to PCs, printers, peripherals, network, IT security, corporate communication systems, desktop software, corporate applications, mobile devices and apps, etc., for boutique/office/warehouse users
Allocate incoming issues/requests efficiently
Meet the committed service levels and business deadlines
Provide IT support services monitoring and status reporting, and recommendations of necessary improvements
Coordinate with Maisons, vendors and other teams for boutique projects such as opening, renovations, relocations and closing
Organize purchases, installation, upgrade and replacement of corporate computers, peripherals, mobile devices, and software licenses as required, based on the corporate standards and approved budgets
Manage lifecycle of IT assets (for hardware and software, from acquisition to disposal)
Develop and maintain IT support documentations and knowledge base such as boutique layouts/equipment lists, basic hardware/software user guides, etc.
Coordinate and work with other functions and teams in Japan and HQ for cross-functional or cross-region issues and requests
On-site support might be required
Other duties as assigned
SKILLS, KNOWLEDGE AND EXPERIENCE
Advanced knowledge of PC hardware and peripherals
Advanced knowledge of desktop operating systems – Windows family and Apple family
Advanced knowledge of common software applications such as MS Office, Outlook, antivirus, etc.
Advanced knowledge of mobile devices and services
Knowledge of Active Directory administration
Knowledge of LAN/WAN and WiFi troubleshooting
Knowledge of MDM/DEP and JAMF
Team-/customer-oriented attitude and working style
Ability to work independently and under minimum supervision
Ability to work under pressure and to meet tight deadlines
Excellent analytical and problem-solving skills
Good communication skills and fluency in both spoken and written Japanese and English
QUALIFICATIONS
Minimum 5 years’ experience in IT support
ITIL Foundations certification is a plus
Project management certification is a plus
Work experience in an international company is a plus
Work experience in Retail environment is a plus
Knowledge of POS system is a plus
