.. medium-complexity customer issues are resolved using procedures Ensure high customer satisfaction and demonstrate empathy while solving customer concerns May perform root cause analysis and present findings Work on a line of business that has low ambiguity, is stable, with well-documented procedures .. outros
KEY RESPONSIBILITIESNetwork & System Management – Endpoint Solutions Virtual Environments Engineer The company A leading luxury goods group, Richemont is the owner of prestigious Maisons, recognised for their excellence in jewellery, watches, fashion, and accessories. As a family-spirited Group, our central and regional functions pool their expertise to guide, support and challenge our Maisons and businesses to design timeless creations and innovative services that preserve their unique heritage. We help our Maisons, and businesses thrive in new and existing markets while setting unparalleled standards for service and embedding sustainable practices across our operations. Role Description As a Virtual Environments (EVE) Engineer within the Network & System Management – EndPoint Solutions teams at the Group Technology department, your primary role is to bolster departmental operational efficiency through automation. Responsibilities include: • Implementing endpoint projects and service improvements. • Developing solutions for product enhancement requests. • Executing problem resolution and change management. • Driving innovation and planning activities with an agile mindset and tools. • Managing scripting-related incidents, support, and monitoring tasks. Your role is pivotal in streamlining automation capabilities for global IT teams, particularly within the EndPoint Solutions teams. Your overall accountability lies in ensuring the health, operational stability, and IT security of provided services and technologies within your scope. Additionally, focus on service and process enhancements within the Endpoint Solutions EVE team while consistently promoting team achievements and services across Group Technology. Reporting Line: You report to the EVE Team Lead. Key Responsibilities Service Excellence, your actions directly impact deliverables and IT team services. Address tasks timely and effectively according to KPIs/SLAs, emphasizing quality and security. Act as a team player, contributing to team evolution by enhancing processes, fostering innovation, and maintaining a proactive approach to improve service quality and engineering excellence. Systems Administration, support, maintain, and administer the EndPoint Solutions automation team’s infrastructure, ensuring comprehensive IT security. Be accountable for a subset of supported platforms to ensure platform stability, evolution, and sustainability. Maintain documentation, processes, and proactive reporting for technologies and tools, ensuring their health, capacity management, and up-to-date status. Take full responsibility for assigned technologies and products, ensuring operational and scripting stability and standardization. Facilitate knowledge transfer within and outside your team through presentations, coaching sessions, or other sharing practices. Drive product enhancement or remediation actions, identify technical or non-technical innovations, and raise alerts regarding associated risks. Skills & Competencies Scripting Languages: Advanced proficiency & Application building in PowerShell with a solid understanding of .NET for scripting and automation / Python. Automation Platforms (Power Platform, UiPath, Azure Logic Apps). Microsoft Ecosystem (O, Sharepoint online, SQL database). Development Workflow (Gitlab, JIRA, CI/CD, SDLC). Workspace One / InTunes/ JAMF. Client: Windows 10-11, macOS, iOS, Bitlocker, MBAM, GPOs, Cortex XDR, Tanium. DevOps or other Automation/Scripting. Solid knowledge of IT Service Management (ITSM) principles and practices: Working experience with ITSM/ITIL as an IT operator. Familiarity with Problem, changes processes. Strong team player with a curious nature and the ability to seek help when needed. Demonstrated experience in a large international environment is advantageous. Proficient in technical English (both written and spoken). Excellent customer service, communication, and organizational skills with the ability to challenge peers. Analytical thinking with a result-oriented mindset. Education & Certifications Minimum Higher Diploma, bachelor’s degree in computer science or equivalent. At least 5 years of experience as an IT developer. Amazon Web Services Practitioner. Security Knowledge or Certifications. Microsoft (MCSE/MCSA). CCP (Certified Citrix Professional). CCA (Citrix Certified Administrator). CCE (Citrix Certified Engineer). Automation/Scripting Certifications. Other Relevant Certifications.