Workplace Technology Associate

Sephora USA, Inc; Jeddah; On-site; SAR 167,400 - 223,200; Full time

Job summary

Sephora USA, Inc in Jeddah, Saudi Arabia seeks a Workplace Technology Associate to manage IT support for stores and HQ, liaise with vendors, and ensure hardware availability. The ideal candidate should have strong interpersonal skills and technical knowledge.

This role demands problem-solving abilities and experience in a complex IT environment, where you will contribute to enhancing end-user satisfaction by providing reliable IT support across various platforms.

Qualifications

• Understanding of Retail and distribution activities and related processes.
• Self-starter with ability to drive topics to deliver business value.
• Experience in managing multiple IT vendors and projects.

Responsibilities

• Manage remote and in-field support for stores and HQ end-users.
• Procurement management and supplier relationships.
• Install, configure, and maintain computer systems and software.

Skills

Interpersonal skills

Analytical skills

Problem-solving orientation

Microsoft OS knowledge

Device Management tools

Network basics

Tools

Workspace One

Ivanti

O365

Microsoft Azure

Job description

The Workplace technology associate is responsible for managing:

• The remote and in-field support for stores and HQ end-user’s environment, hardware renewal, replacement, and upgrades.
• The onboarding of the new joiner, the offboarding of the leavers and the move
• The procurement management: suppliers listing, indirect purchasing management as per the Sephora policy.
• The continuous hardware stock availability and tracking.

You will excel and enjoy this role if you are ready to actively handle the following missions:

WPT technology associate – relational

• Have a good relationship/interpersonal, rigorous, and service oriented,
• Relationship management with the EME cyber security team,
• Relationship management with external vendors,
• Relationship management with EME EUX team.

WPT technology associate – organizational

• Follow all relevant IT policies, processes, and standard operating procedures so that work is carried out in a controlled and consistent manner, in line with LVMH group and Sephora global rules and policies,
• Set up dashboards, metrics and measure the QoS of external partners,
• Follow up the SLA/SLO and apply penalties when needed.

WPT technology associate – operational

• Good tech knowledge of Microsoft OS and iOS, Microsoft GPO (scripting would be a Plus) to be able to support, review and synthesize technical issues for L3 teams,
• Valuable experience with Device Management (tools like Workspace One, Ivanti. Or equivalent),
• Network basics mastered (DNS, IP addressing, basic routing & switching investigation)
• Analytical skills to troubleshoot incidents and to elevate complex problems to the relevant person to ensure case/issue is closed efficiently and in timely a manner.
• Capability of synthetically report about incidents (concise and precise) to facilitate final resolution of central teams when required,
• Solid knowledge of O365, Microsoft Azure, Microsoft Security, ITIL practices,
• Knowledge on HW supply and expense management in accordance with the indirect purchasing policy,
• Capacity on the negotiations with the vendors,
• HW stock management/business continuity/shortage management process.

Significant knowledge of End-User remote, shops In-field and remote Support in an heterogeneous environment (Apple and Windows)

• Analyze, install, and configure new personal computer systems, including cables, printers, personal access, electronic mail, Microsoft processing, operating system, other appropriate software, and hardware.
• Working on escalated Incidents from the IT Service Desk, using Workspace One and Ivanti, monitor and upgrade existing workstations.
• Assist and instruct on the use of computer equipment, software, and manuals.
• Understand internal/external customer technologies and problem resolution techniques.
• Listen to symptom descriptions; analyze problems; respond effectively and provide constructive feedback to the end user on problem resolution.
• Provide end users 1st level support for all applications.
• Setup of and Support of all retail shops, including POS, in-store infrastructure, printers, barcode scanners, digital in store tools and basic application support
• Work with the Technical Service Team for troubleshooting network and server related incidents

IT Asset Administration and Maintenance

• Perform routine tasks to maintain computer equipment, their peripherals, and data backups,
• Follow up on the daily performance of computer systems to verify correct operations and detect errors,
• Configure, install, and test computer hardware, networking software and operating system software,
• Recommend improvements or upgrades and prepare evaluations of software, hardware and troubleshoot problems,
• Perform routine network start up and shutdown procedures and maintain control records,
• Implement policies as set by Group IT to protect data, software, and hardware to local IT infrastructure,
• Rely on instructions and pre-established guidelines to perform the functions of the job,
• Participate in relevant projects and community activities as and when needed.

Do not hesitate to apply if you have:

• Understanding of Retail and distribution activities, related processes, and IT ecosystems. You’re able to understand how they work together. You’re able to get the big picture and global understanding of the project on which you contribute, as well as operationally support, implement, and coordinate activities,
• Be Self-starter, ability to take a topic and drive it to deliver business value,
• Having the capability to work as a reliable IT business partner, rather than just a technical support function and delighting our end users,
• Endowed with a very strong general IT knowledge, and high competences in systems, security, and network,
• Have “Hands-on” and ability to operationally contribute to the success of the projects,
• Being problem solving oriented,
• Experience working in complex IT environments, and able to prioritize and plan complex work in a rapidly changing context, with a good level of project management expertise,
• Experience managing multiple vendors and projects simultaneously to deliver quality outcomes for internal stakeholders, across varied domains in KSA.
• Have effective communication with various stakeholders at EME level, including IT and business,
• Be “end-users