End User Support Specialist

Job Family Group Description - Information Technology: Gathers jobs providing support to the business through IT services and expertise. Includes fields such as IT business solutions, data and infrastructure management and systems infrastructure. Job Family Description -End-User Support: Provides end-user computing support services. Has technical expertise in end-user computing activities and in-depth knowledge of hardware, software, and user requirements. Keeps the infrastructure available: computers, networks, and telecommunications. Increases efficiency and effectiveness of information flow, working closely with users.

The End User Support Specialist will work in the EMEAI End-User Support (EUS) team and will lead IT support services for corporate and occasionally, stores users with focus on the Middle East area. The EUS team is structured on proximity model, so the candidate will be based in Dubai but will be required to travel to other countries or locations like Abu Dhabi, Kuwait, Qatar, Bahrain, KSA and South Africa.

Key Accountabilities:

• The candidate will be one of the focal IT points of contact between the local brands and Kering Technology EMEA organization.

• The main responsibility is to assist the onsite users on IT technical problems and manage the issues that require a local intervention.

• Responsible for Onsite IT support in all offices locations in the MEA region.

• Coordinate and deploy support policies and procedures to the locations in scope.

• The candidate will work closely with the rest of EMEA team in order to implement new standards and solutions to office users

• Responsible for local hardware procurement with the suppliers and spare parts management

• Manage staging processes: configuration, local device installation and hardware warranty together with the vendor.

• Travel frequently to key sites within his/her area.

• Working with Kering ITSM solution to solve incident, problem and event tickets whilst liaising with regional/global IT teams that may be impacted.

• Manage the systems and the tools provided by the group like Asset Management and Mobile Console.

• Collaborate with other support teams to manage the user's requests and escalate them to the proper Level2&3 organizations (both internal and external).

Skills and knowledge:

• The candidate should have at least, two or 3 years of experience in the IT support (preferably in fashion or luxury segment).

• He/she is knowledgeable on main processes used in retail environment He/she has very good IT skills on office systems and client OS

• Ability to communicate and interact with the local users in order to assist on any request and report to the regional EUS team any feedback.

• Previous experience in medium/large, multinational companies is a plus.

• Additional competence requested: excellent knowledge of English language with fluent speaking knowledge of Italian or French will be a bonus previous experience in supplier management and relationshipability to travel in Europe and rest of MEA.

• Study: high school diploma or BS degree in Informatics, telecommunication or in mathematic/statistic

• ITIL training course or certification, knowledge of market leaders ITIL tools (Incident management, service request etc.)

• Good knowledge of Windows OS, Apple MAC OS and IOS - major tools knowledge (Office356, Outlook, MS Teams and similar).