IT Analyst - Incident Management & Service Delivery

 

 

At Richemont Americas, 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.

 

 

IT Analyst, Incident Management & Service Delivery Richemont

Shelton, CT. 

 

 

Role Overview

This role will address technical support needs for our Americas boutiques and offices in person and remote support to ensure staff and technology is in full working order.  This person will work closely within our Level 2 Incident Management and Service Delivery IT team.

 

Responsibilities (or Mission)

 

• Provide  level 2 technical assistance and support for incoming queries and issues related to specific computer systems, software, and hardware as assigned by L1 teams or specified L2 support processes using available support resources, tools and software to evaluate a support request, independently determine what the best course of action is to reach the specific business outcome and then implement the solution
• Monitor and respond quickly and effectively to requests received through the ServiceNOW ticket system
• Work on specialized support topics as subject matter expert indepentenlty delivering Level 2 and above technical support and advice. Topics include on-site TechLounge, Training Support, on/offboarding, mobile device management and other specific L2 support topics
• Utilizes the KBs and other support documentation to identify, isolate, diagnose and resolve end user technical problems. 
• Provide information and status updates as needed/requested
• Hands-on & remote support of Windows based PCs/Laptops/Tablets & assorted peripherals
• L2 escalation specialist for iOS and iDevice support
• Onboarding Liaison for HR and Business support
• Actively contribute to creating/updating IT documentation
• Keep up to date with technological developments related to the industry

 

 

Qualifications

 

• Understanding of PC Hardware & Software installation, diagnosis, & repair
• Read & analyze log files
• Software installation & troubleshooting
• Strong understanding of Windows 10
• Strong understanding of MS Office Suite/O365
• Basic network understanding/troubleshooting
• Knowledge of Cisco Meraki HW a plus
• Basic knowledge Active Directory / Azure Administration
• Account & Group Creation
• DHCP & DNS
• Understanding of Citrix is a plus
• Possess strong communication with technical teams & user community
• Strong organizational skills