Your role :
We’re in business to save our home planet.
Your role will contribute to this mission by effectively supporting Patagonia Europe’s retail end-users for any IT related issues and inquiries.
This function contributes to the continuous improvement of the IT services and infrastructure for the Retail end-users.
The scope of the position involves technical aspects related to, but not restricted to : computers, printers, telephones, telecommunication, network, applications, interfaces and licenses.
Key accountabilities : IT Helpdesk
Be the first point of contact for the Retail end-users of Patagonia in Europe who require IT assistance.
Empower Retail end-users to log IT incidents, requests and changes in the service management tool.
Provide local and remote Level 1 support of Retail end-users.
Keep Retail users informed as to the status of open tickets.
Monitor status of tickets and follow-up with Level 2 technical / functional support or third-parties when needed.
Provide first level security checks and ensure proper use of corporate systems in line with company standards.
Provide operational IT support for the Retail users for Patagonia Europe.
This includes the backoffice and the POS systems, the video-sound equipment system, the traffic counter, Internet, WiFi, security, etc.
Coordinating activities of our partners such as Pinnaca (RetailPro), POS Service (IT Technical support), Notice (Sound equipment), ShopperTrak (Traffic counter), etc.
Act as a first point of contact for facility management related questions which are not dealt locally, buildings changes, electricity, fire & safety regulation changes, etc.
Responsible for the on-time resolution of IT incidents and service requests, the documentation of IT procedures, IT onboarding of users, and the continuous improvement of the IT services and infrastructure.
Contribute to the root cause analysis of recurring incidents or events.
In order to succeed in this role, it is expected that you will have :
Minimum 2 years of experience in IT Helpdesk (incident management) and IT support (problem management).
Experience in a Retail organization is a plus.
Excellent customer service skills, in person, on the phone and in writing.
Good interpersonal skills, able to work at any level in the organization and within a multicultural and multilocation environment, also remotely.
Fluent in English, other languages are a plus.
Excellent working knowledge of PC desktop software and applications including : Windows, Office and MS Exchange.
Ability to set-up a user workspace by installing a docking station, screen and connecting cables.
Good understanding of Cloud-based computing, like Microsoft Azure or Amazon Web Services.
Strong organizational skills and attention to detail.
Comfortable with team-based work structure; demonstrates flexibility on the job.
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-
workers, customers and vendors.
Please make sure that your CV and cover letter are in English.