Summary
Delivers onsite and remote technical support for boutiques across the Americas, helping keep retail technology reliable, secure, and operational. Resolves incidents, coordinates escalations, and supports infrastructure and retail expansion projects. The role requires regular travel and effective communication with technical teams and end users.
Responsibilities
- Coordinate IT workstreams for retail expansion projects, including planning, implementation support, and operational handover.
- Support boutique devices, peripherals, and store systems, troubleshooting hardware, software, and connectivity issues.
- Manage support tickets from intake through closure, maintaining records and communicating updates.
- Support Windows PCs, laptops, tablets, mobile devices, printers, and other retail technology.
- Maintain support documentation and procedures, and escalate complex incidents as needed.
Requirements
- Strong PC hardware and software installation, troubleshooting, diagnosis, and repair skills.
- Hands-on experience supporting Windows 11, Microsoft 365, iOS devices, and retail technology peripherals.
- Basic networking knowledge and first-level troubleshooting skills; working knowledge of Active Directory and Microsoft Azure administration.
- Ability to analyze log files, document findings, communicate clearly, and manage multiple priorities.
- Experience imaging devices and preparing equipment for new hires, store rollouts, or technology refreshes.
- Willingness to travel up to 50% of the time.
- Knowledge of Cisco Meraki, endpoint management tools, boutique IT support, or store opening and renovation projects is preferred.
