IT BTQ Support Officer

Job description

JOB description summary:

The role of IT Infrastructure Officer involves the responsibility of deploying, monitoring, and maintaining the entire IT infrastructure of boutiques (retail store) in line with group technology. This includes managing and maintaining the retail network, point of sales, back-office retail devices, and other IT peripherals to ensure a robust and efficient IT environment. The Infrastructure Officer serves as the first point of contact from IT to retail/business users and should be able to provide L1 support and perform onsite visits to cover IT infra and apps support. The officer should be well-versed in global ITOM practices to deliver requested services within the agreed SLA and achieve KPIs.

 

 

Responsibilities:

·  A complete responsibility in all aspects of the network infrastructure including routers, switches, firewalls, and other network associated equipment in the retail network.
·  Monitor systems and network to ensure performance availability and reliability.
·  Manage various network devices and services (e.g., Meraki routers, switches, surface tablets, desktops) and maintain device performance and health status.
·  Perform routine checks of business and security applications, (SAP, Power BI, Zscaler VPN).
·  Provide support to IT technical issues related to business and Microsoft modern work (O365, Teams), windows OS & One-drive, Cloud File share (AWS). In-depth knowledge of Business applications & developer apps (Power platform, Automate, BI.
·  Initiation of escalation procedures when incidents are not resolved within the required Service Level.
·  Troubleshoot and resolve all problems encountered with hardware and software. Escalate requests to the appropriate party, as needed.
·  Manage retail off-site events, temporary pop-up store setup with the required business setup and deliver operational projects in a compliance manner.
·  Take lead during migration, upgrade or replacement of hardware and software to support other stakeholders and IT senior colleagues.
·  Responsible for network & other local failures, involve L2 and L3 team when needed and provide the support on-site until it’s fixed.
·  Monitor and close telecom related issues through ISP and manage external IT vendors during failures and projects, take complete ownership and ensure timely resolution is provided.
·  Ensure the highest levels of systems and infrastructure availability.
·  Monitor network and systems for security breaches, investigate violations when they occur.
·  Firmly adhere to and maintain security policies and procedures.
·  Document network configuration, system changes, and procedural information.
·  Ensure data integrity by maintaining system documentation and user manuals regularly internal Auditing purposes.

 

·  Richemont retail stores - boutiques, HQ office & branch offices within KSA in scope .
·  The work location is in Riyadh and cover boutique support for other cities remotely.
·  Ready to travel during projects and critical issues where local IT support is required within Riyadh.
·  25+ boutiques in scope.
·  Accountable for all L1 network infrastructure and system related upgrades and management.
·  Support L2 team during major projects and migrations.
·  Weekend support & public holidays support roaster within IT colleagues that comes with additional benefits.
·  Align accounting and control processes with overall Richemont IT processes.

 

Collaboration partners:

·  Follow matrix-based organization in a highly customer-centric environment.
·  Communicate effectively with multiple stakeholders at all levels in Maisons and shared service functions at local and regional level.
·  Adapt and follow the instructions from L2 & L3 IT colleagues heads and Project leads.
·  Buil strong partnerships with ISP’s, local IT vendors & other functional stakeholders.

 

Jobholder Requirement:

·  EDUCATIONAL REQUIREMENTS: Bachelor’s or master’s degree in computer science, Engineering or a related subject. (SCE – registered)
·  YEARS OF PROFESSIONAL EXPERIENCE OVERALL: 3-5 years Professional Level
·  YEARS OF EXPERIENCE IN A SIMILAR ROLE:   3-5 years Professional Level

 

 

Other Special Skills: 

·  Experience of working in a multinational company and ability to adapt in a fast-paced environment.
·  Gained strong experience in ITOM.
·  Professional certification (e.g., Microsoft Certified Systems Administrator (MCSA), Cisco Certified Network Associate (CCNA)) is preferred.
·  Proven experience in a network administrator role.
·  Hands-on experience with monitoring, network diagnostic, and network analytics tools.
·  Great at organizing, prioritizing, and multitasking.

 

 

Functional Skills:

·  HP – ServiceNow (Incident management), Air-watch, Solar-winds.
·  Experience in Cisco (VLAN, router & switch VLAN configuration).
·  Experience in Dell & HP products (laptops, desktops, servers).
·  Experience in Apple products.
·  Printer & scanner configuration and management.
·  Experience in Windows File /& print server management.
·  Good knowledge of AWS, Cybersecurity platforms.
·  Business applications – SAP.
·  Strong experience in Microsoft products – Teams, Outlook, OneDrive, Power automates, etc.
·  Change Management and Stakeholder Management.
·  Project support.
·  Video conference & solutions will be an additional advantage.

 

 

Language Skills:

English fluent in spoken and written (Full professional proficiency).

Arabic speaking (Elementary proficiency) will have an added advantage.

 

 

Personal Skills:

·  Strong commitment over business failures and Analytical skills.
·  Excellent communicator and strong collaborator.
·  Result and solution are oriented with a get things done mentality.
·  Understanding and knowledge of IT principles, practices & standards.
·  Critical thinker and problem-solving skills.
·  Team player.
·  Good time-management skills.
·  Great interpersonal and communication skills.
·  Strong stakeholder engagement skills.
·  Ability to drive process improvements.
·  Richemont retail stores - boutiques, HQ office & branch offices within KSA in scope .
·  The work location is in Riyadh and cover boutique support for other cities remotely.
·  Ready to travel during projects and critical issues where local IT support is required within Riyadh.
·  25+ boutiques in scope.
·  Accountable for all L1 network infrastructure and system related upgrades and management.
·  Support L2 team during major projects and migrations.
·  Weekend support & public holidays support roaster within IT colleagues that comes with additional benefits.
·  Align accounting and control processes with overall Richemont IT processes.

 

Collaboration Partners:

·  Follow matrix-based organization in a highly customer-centric environment.
·  Communicate effectively with multiple stakeholders at all levels in Maisons and shared service functions at local and regional level.
·  Adapt and follow the instructions from L2 & L3 IT colleagues heads and Project leads.
·  Buil strong partnerships with ISP’s, local IT vendors & other functional stakeholders.