IT Retail Support Analyst

Richemont one of the world leaders in the luxury sector has various Houses specializing in jewelry watches and high-end accessories.Each Maison proudly embodies a tradition of style quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them.At the same time we are committed to innovating and designing new products in line with the values of our Houses through a process of permanent creativity.

At Richemont Americas we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds experiences and identities to build a continually evolving inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered creativity and knowledge emerge to deliver excellence advancing the community that is uniquely Richemont Americas.

IT Retail Support Analyst

Technology Shelton CT

Reports to: Manager IT Retail Systems

Role Overview

The IT Retail Support Analyst delivers onsite and remote technical support for Richemont boutiques across the Americas helping ensure that retail technology remains reliable secure and fully operational. The role resolves day-to-day incidents coordinates escalations with internal IT teams and supports infrastructure and retail expansion projects that strengthen the end-user experience and boutique operations.

Responsibilities

• Coordinate the assigned IT workstream for Maison retail expansion projects including planning stakeholder alignment implementation support and operational handover.
• Provide onsite and remote technical support for retail boutiques across the Americas ensuring end-user devices peripherals and store systems remain fully operational.
• Troubleshoot and resolve hardware software and connectivity issues in a timely manner escalating complex incidents to appropriate support teams when needed.
• Manage support requests through the ticketing system from intake through closure maintaining accurate records providing timely updates and communicating clearly with end users and stakeholders.
• Support Windows-based PCs laptops tablets mobile devices printers and other retail technology used in boutique operations.
• Use knowledge base articles technical documentation and established support processes to diagnose issues and implement effective solutions.
• Contribute to the creation review and maintenance of IT support documentation standards and operational procedures.
• Stay current on relevant retail technology trends tools and support practices to continuously improve service quality and operational efficiency.

Qualifications

Success in this role requires a service-oriented analyst who can work independently in boutique environments communicate clearly with technical and nontechnical stakeholders and balance incident resolution with planned project work. The analyst must be comfortable traveling regularly adapting to changing priorities and protecting the customer experience while technical work is completed.

Required Qualifications

• Strong knowledge of PC hardware and software installation troubleshooting diagnosis and repair.
• Hands-on experience supporting Windows 11 devices and the Microsoft 365 ecosystem.
• Experience supporting iOS devices and common retail technology peripherals.
• Basic understanding of networking concepts and the ability to perform first-level network troubleshooting.
• Working knowledge of Active Directory and relevant Microsoft Azure administration capabilities including user account and group management.
• Ability to analyze log files document findings and apply structured problem-solving techniques to resolve technical issues.
• Ability to communicate effectively with technical teams and end users by providing clear status updates practical support guidance and appropriate escalation information.
• Strong organizational analytical and time-management skills with the ability to manage multiple priorities effectively.
• Experience imaging devices and preparing equipment for new hires store rollouts or technology refresh activities.
• Ability and willingness to travel up to 50% of the time to support boutiques and assigned projects across the Americas.

Preferred Qualifications

• Knowledge of Cisco Meraki hardware and basic wireless or network troubleshooting in a retail environment.
• Experience with Citrix Intune SCCM or similar enterprise endpoint management tools.
• Previous experience supporting boutique retail or customer-facing environments where uptime and responsiveness are critical.
• Exposure to supporting IT activities related to store openings renovations or construction projects.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical dental and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance disability benefits and 401(k) with employer match. Understanding the importance of work-life balance our total rewards include paid time off a wellness reimbursement benefit and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off supporting initiatives that drive change.

At Richemont We Craft the Future!

Salary will be determined based on relevant skills and experience.

#Richemont #WeCraftTheFuture