Senior Windows Support Engineer

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As our IT Operations/Technical Engineer in the Store Support team, you'll be an important part of a team responsible for the ongoing operations and support of the IT infrastructure and Point of Sale (POS) Application systems within over 700 Retail stores globally. This includes everything from basic Factory Stores, to elaborate Brand showcase stores. You'll ensure continuing store operations for all stores are working as designed.
In support of global retail focus, you'll contribute support of the POS systems, including working with geographic Retail teams to incorporate specific local requirements. You will help focus on supporting cutting edge technology in a high paced environment, working closely with business initiatives and to increase efficiency within the company. Your subject areas will include traditional desktop infrastructure components such as workstations (Windows & Apple), as well as retail-specific infrastructure such as mobile devices, payment terminals, kiosks, ticket printers, loss-prevention systems, work force management systems, etc. In addition, you'll work closely with the development, operations, business, and partner teams to ensure successful results.

As a Senior Windows Support Engineer, you'll bring the following

  • Passion for new technologies

  • Excellent communication of complex topics to a diverse audience and positive customer service skills

  • Ability to lead, build positive business relationships, and influence collaboratively across IT and the Retail Business

  • Success operating in a transforming, fast-paced, complex, high visibility global Retail support environment with multiple, competing priorities

  • Experience in Lean process improvement efforts

  • Commitment to collaborating across different silos to accomplish common goals

  • Passion and competency for mentoring, growing and developing the skills of other analysts and team members

  • Strong Leadership identity required

  • Strong communication skills required

In addition to those general role responsibilities, you’ll need some specific experience and have some specific accountability, including:

  • Advanced level of desktop and remote support knowledge. This experience should include the following: Advanced knowledge of Windows XP, Windows 7, Experience of Windows 2003, 2008, 2012, Hardware/Software Troubleshooting, MS Office.

  • Basic understanding and experience with Enterprise Network Infrastructure and Topology (WAN, LAN, PCI, Cisco, Ethernet, Wireless, Telephony, etc)

  • Knowledge of Active Directory, Powershell would be beneficial

  • Knowledge of Retail Traffic & Customer Analytics systems is a plus

  • Support working outside of normal business hours to provide after hour or "on-call" support to solve high profile issues or complete critical path projects

  • Candidate would benefit from desktop engineering and deployment/build experience

To make it clear, we’re not looking for just anyone. We’re looking for someone special, someone who had these experiences and clearly demonstrated these skills:

  • Bachelor's degree in Business, Computer Science or a related field

  • 4+ years' experience in IT, business or a related field

  • 2 years' additional experience required in lieu of a degree

  • Prefer experience in a Retail environment

  • Ability to pull a diverse group of individuals with different goals together and facilitate productive discussions

  • Comfortable working in a fast-paced, results-oriented environment

  • Flexible, ability to deal with ambiguity, and a demonstrated desire for continuous personal growth

  • Ability to work during week-ends when required

  • Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting)

  • Excellent verbal and written communication and collaboration skills to effectively communicate with both business and technical IT teams

  • Experience with Lean principles and methods is preferred

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