Client Service Operations Associate Engineer

Company: Richemont
Location: Shelton
Posted on: June 12, 2021

Job Description:

At Richemont North America, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

CLIENT SERVICE OPERATIONS ASSOCIATE ENGINEER

MAIN PURPOSE

In your role as CSOPS-Associate Engineer, you represent the Group Technology department as a member of the Infrastructure and Operations - Client Services Operations (IO-CSOPS) team. You will play a central role in the operational activities of the department. This will include but are not limited to incident handling support and troubleshooting, project participation and implementation, change execution, general enhancements and platform implementation requests, together with the associated monitoring of these platforms.

You will work as the first line of response for all L3 Operational issues worldwide within the IO-CSOPS scope, either those that are identified by the central teams or the Local worldwide IT Support teams. Generally, as part of your overall accountability you are responsible for the health and operational stability of the provided services and technologies within our scope.

In this context you will work within IO-CSOPS and transversely across the wider remit of Group Technology.

You report to the Team Lead.

KEY RESPONSIBILITIES

Service excellence:

• It is our Team responsibility to ensure that all technologies are working effectively and that the lead is taken on any remediation or improvements identified and required. These improvements may also feed in from other teams.
• At the heart of Client Services Operations, your actions will have a direct impact on the business, as well as affecting the client services and support team generally. Therefore, these must be dealt with in a timely and effective manner according to the KPI's / SLA's in place, and with an overall focus on quality in all that is done.
• You are expected be a leader within the team for your respective scope of responsibilities, and be instrumental in helping the evolution of the team, with the implementation of new processes, enhancements and also by having a proactive attitude in order to provide a better quality of service, and ultimately lead to operational excellence.
• The CSOPS team also takes the lead in a Crisis situation, by driving the technical investigation and associated recovery, or by simply managing the process with the other teams within IO or across Group Technology.

Systems Administration:

• This includes supporting and performing Administration, Maintenance and Support actions for multiple solutions such as SCCM 2012 R2, MBAM, Safeguard, MDM Solutions, CITRIX, Exchange, IronPort's, as well as security solutions under the scope of IO-CSS such as Tanium. Additionally, this will include operational tasks centered around activities on Global Patch Management, Global GPO's, Antivirus/Windows Firewall Exceptions and Email activities.
• You will be accountable for a Sub-set of the supported platforms to ensure respective platform stability, evolution, and sustainability. You will be accountable and responsible to ensure that for all technologies the associated processes, documentation and tools are maintained and kept up to date. Additionally, all monitoring and pro-active reporting for these solutions need to be in place, and the health and capacity management of said tools and platforms should be ensured.

Technical support, knowledge, and continuous improvement:

• You will be fully responsibility for the technologies assigned to you to ensure operational stability, as well as leading investigations from an Operational support point of view.
• You will also be responsible and accountable for the knowledge transfer within the team, as well as outside of your immediate team. This knowledge transfer may be in the format of formalizing content into presentations, coaching sessions or other knowledge sharing practices. You will be responsible for identifying trends of issues, following support cases, as well as defining an action plan with the other teams for any necessary remediation.
• You are responsible for leading and raising the correct procedures for any platform changes.
• You should help drive the team evolution, by bringing new ideas in the way services are managed, delivered or provided, these ideas or improvements can be both technical or non-technical.

SKILLS & COMPETENCIES

Education:

• Minimum Higher Diploma, bachelor's degree in computer science or equivalent

Minimum of 3 years of experience as an IT System Support / Administrator

Technical Scope (Candidates should have solid experience of at least two or more technologies listed below):

• Scripting languages (PowerShell and/or Python is mandatory)
• Microsoft System Center (SCCM, Orchestrator, Endpoint Protection, Intune)
• Workspace One / JAMF
• Automation (UiPath, Power Automate, Others)
• Citrix / XenApp
• Windows Server
• Client: Windows 7 / 10, macOS, iOS, Bit locker, MBAM, GPOs
• Exchange (OnPrem - Online)
• SharePoint (OnPrem - Online)
• Security knowledge or certifications are an advantage
• Microsoft SQL Server administration (optional)
• Professional certifications (nice to have):
• Microsoft (MCSE/MCSA)
• Citrix (CCA/CCP/CCE - V/N)
• ITILv4
• Others

Solid knowledge of IT Service Management (ITSM) principles and practices:

• Working experience with ITSM/ITIL as IT operator

The candidate should be a good team player, inquisitive and able to ask for help when needed. CSOPS is a strong believer in important and core values such as honesty, fairness and leading by example, the job holder would be expected to equally share and demonstrate these values being part of our team

Experience of working in a large international environment is beneficial

Fluent in English (both written and spoken) is essential for this role because the person will be part of an international distributed team

Excellent customer service skills

Result orientated, excellent communication and organizational skills

Logical Thinking and Analytical Mind-set as well as the capability to challenge.

LEARN MORE ABOUT LIFE AT RICHEMONT AND OUR MAISONS BELOW

Nearest Major Market: Bridgeport

Nearest Secondary Market: Danbury

Keywords: Richemont, New England , Client Service Operations Associate Engineer, Other , Shelton, Northeast