Richemont End Point and Workplace Engineer

About Richemont

Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.

Role & Responsibilities

• Own Level 2 end-user support for PCs, printers, peripherals, desktop software, corporate applications, and iDevices across boutiques, offices, and warehouses, ensuring timely resolution and consistently high-quality user experience
• Drive accountability for service KPI performance including response time, resolution time, service quality, and user satisfaction, proactively improving results and service reliability
• Design and enhance the end-user support experience by identifying pain points, simplifying support journeys, and improving user interactions with IT services for PC and iDevice-related issues
• Lead continuous improvement initiatives in troubleshooting, incident handling, and support processes to reduce recurring issues, increase first-time fix rates, and enhance overall productivity
• Monitor and support device preparation and kitting activities for PCs, peripherals, and iDevices, ensuring readiness, quality, and alignment with business and operational needs
• Act as a visible, business-facing IT partner by building strong relationships with Maisons, vendors, and internal teams, translating technical support into clear business value
• Coordinate and support boutique projects such as openings, renovations, relocations, and closures, ensuring endpoint and workplace services are delivered effectively with minimal operational disruption
• Manage the purchase, installation, upgrade, and replacement of corporate computers, peripherals, mobile devices, and software licenses in line with standards, budgets, and lifecycle requirements
• Manage IT asset lifecycle from acquisition through disposal while maintaining compliance, accuracy, and operational efficiency
• Develop and maintain support documentation, knowledge articles, boutique layouts, equipment lists, and user guidance to improve self-service, standardization, and service consistency
• Collaborate closely with teams in Japan and headquarters to resolve cross-functional and cross-regional issues and align local support delivery with global standards
• Contribute to vendor governance by coordinating with external partners, monitoring service quality, and ensuring vendor-supported activities align with business needs and IT standards
• Support cost management with a total cost of ownership mindset by promoting efficient device and license use and identifying opportunities to optimize spend without compromising service quality
• Drive standardization and reuse strategies across endpoint and workplace services by promoting repeatable solutions and consistent configurations
• Support audit and compliance requirements by maintaining accurate asset and support records and ensuring endpoint services meet security, governance, and regulatory expectations

Qualifications

• Bachelor's degree or equivalent in Information Technology, Computer Science, or a related field
• 5+ years of experience in IT support, desktop engineering, or end-user computing support including iDevices
• Strong hands-on knowledge of PC hardware, peripherals, and desktop operating systems including Windows and macOS
• Practical knowledge of Active Directory administration and LAN/WAN/Wi-Fi troubleshooting
• Excellent analytical, troubleshooting, and problem-solving skills
• Customer-oriented mindset with ability to work independently, prioritize effectively, and perform well under pressure
• Fluency in Japanese and English (speaking and writing)
• Professional certifications such as ITIL Foundation, JAMF, Microsoft, or project management advantageous

Skills

Experience

5+ years in IT support, desktop engineering, or end-user computing support including experience with iDevices. Preferred experience supporting retail operations, boutiques, or warehouse environments, and working in international organizations collaborating with regional or global teams.

Education

Bachelor's degree or equivalent in Information Technology, Computer Science, or a related field.

Workplace

Culture

Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.