Client Service Operations Associate Engineer
Posted on: June 12, 2021
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
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
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
In this context you will work within IO-CSOPS and transversely
across the wider remit of Group Technology.
You report to the Team Lead.
- 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.
- 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
- 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
- Minimum Higher Diploma, bachelor's degree in computer science
Minimum of 3 years of experience as an IT System Support /
Technical Scope (Candidates should have solid experience of at
least two or more technologies listed below):
- Scripting languages (PowerShell and/or Python is
- Microsoft System Center (SCCM, Orchestrator, Endpoint
- 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)
Solid knowledge of IT Service Management (ITSM) principles and
- 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
Fluent in English (both written and spoken) is essential for
this role because the person will be part of an international
Excellent customer service skills
Result orientated, excellent communication and organizational
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
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