Richemont Tech Service Analyst

Richemont is a leading Swiss luxury goods conglomerate whose maisons include high-end jewellery, watchmaking and writing instrument brands. As an employer, Richemont operates an internationally distributed IT and retail technology organisation that supports boutiques, ateliers and corporate functions across multiple markets, combining rigorous operational standards with a client-facing, service-oriented culture.

1. Provide second-line technical support and incident resolution for boutique and corporate IT systems, including POS, ticketing and back-office applications.
2. Operate within SLA-driven processes: log, prioritise, escalate and resolve incidents and service requests through the ITSM toolchain.
3. Perform root-cause analysis and coordinate corrective actions with internal teams and external vendors to prevent recurrence.
4. Deliver on-site or remote troubleshooting for hardware, desktop OS (Windows/macOS), mobile devices (iOS/Android) and network connectivity issues.
5. Support deployments, upgrades and rollouts of software and retail technologies; validate changes in local environments and document results.
6. Maintain and produce technical documentation, runbooks and knowledge-base articles to standardise support across the region.
7. Monitor systems and proactively identify availability, performance or security issues; escalate to specialised teams as required.
8. Collaborate with global IT teams to align local operations with corporate policies, compliance requirements and project timelines.

1. Bachelor’s degree in Computer Science, Information Systems or equivalent practical experience.
2. ITIL Foundation certification or demonstrable experience working within ITSM frameworks preferred.
3. Proven ability to manage vendor relationships and coordinate third-party technical escalations.
4. Strong written documentation skills and experience producing operational runbooks and KB articles.

1. ServiceNow
2. Active Directory
3. Microsoft Office 365
4. Windows 10/11
5. macOS
6. iOS
7. Android
8. POS systems (retail)
9. TCP/IP networking
10. VPN
11. Basic SQL

Typically 2–4 years of hands-on IT support experience, preferably with exposure to retail or luxury-brand environments and point-of-sale technologies. Demonstrated track record resolving technical incidents within SLA-driven operations and collaborating with global IT and vendor teams.

Bachelor’s degree in Computer Science, Information Systems or equivalent experience.

Richemont’s workplace blends heritage luxury craftsmanship with modern, global operations. Teams value meticulous attention to detail, client discretion and cross-border collaboration; IT professionals work closely with boutique teams to ensure exceptional client experiences through resilient technology.