Field Services Engineer

Richemont

Lisbon, 11, PT

Permanent

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.

Field Services Engineer - Tech support

MAIN PURPOSE

Reporting to the IT Regional Manager based in Geneva and representing the Group Platforms department, the Field Services Engineer (FSE) is a member of the Field Services and Support (FSS) team. The role is accountable for ensuring effective support across the FSS perimeter, especially for cases assigned to the Technical service under his scope of responsibility and that require either remote or physical presence to be resolved. Additionally, FSE will assist in the continuous enhancement of the IT Services provided at a regional level in alignment with Group Platforms and the business objectives of the organization. The ultimate aim being to deliver a high quality, truly value added service to the business users, actively engaging these users in the technology available to them. In this context, the FSE works closely with his regional peers, Group Platforms supports teams and interacts with the business representatives in a complex international environment. In the future, this role might require to manage people under the geographical perimeter.

KEY RESPONSIBILITIES

Service Management

Delivery, support and monitor the Group Platforms services

Support the customers through Incident and Service Request management
Setup and maintain the local infrastructure
Produce/share the KPI and maintain acceptable evolution trends
Identify and report potential risks
Proactively report any project / activities expressed by an entity
Follow, contribute, seek for evolution and promote the Group Platforms standards
Stage, deploy and administer components within your area of expertise
Monitor and report proactively the IT Infrastructure and services under your supervision
Ensure proper operational follow-up and escalation to the relevant IT support team
Provides excellent Customer Service and a real added value to clients via the different communication channels available
Promotes best practices and ensure "operational excellence"
Applies a flexible approach working on a rotational support model within the FSS team

Finance Management

Participate to the budget elaboration as well as the quarterly review

Prepare the inputs about the hardware / maintenance under FSS local scope
Propose any necessary changes/amendments to the budget

Project Management

Participate to the project / activities roadmap and the 3 year plan elaboration

Capture proactively the activities from the relevant entities / Group Platforms
Book the relevant resources in order to participate to the delivery
Follow and promote the Group Platforms project management methodology

Skills:

3 to 5 years’ experience in a complex international environment
Hardware installation and management
Software installation and troubleshooting
Knowledge and experience of Cisco and additional Networking technologies
LAN & WAN Management
Network monitoring tools
Knowledge of AWS & Cloud migrations
Knowledge of network and Wireless configuration
Planning and reporting
Documentation creation and management
ITIL ticketing environment
AGILE approach
Communication and soft skills
English mandatory – any other language is a plus