Swatch Group IT Help Desk Support

About Swatch Group

Swatch Group stands as one of the world’s foremost watchmaking groups, uniting Swiss industrial excellence with a portfolio of distinguished maisons spanning accessible design, prestige horology, and high complication craft. As an employer, the Group offers a uniquely integrated environment, from research, manufacturing, and movement development to brand management, retail, and global operations. Rooted in Biel/Bienne and present worldwide, it values technical mastery, creative curiosity, and long-term commitment. Employees contribute to a culture where heritage, innovation, precision, and entrepreneurial energy converge, supporting iconic brands while shaping the future of Swiss watchmaking on an international stage.

Role & Responsibilities

• Provide first-level and second-level technical support to retail stores, distribution centers, corporate office employees, and remote users across multiple channels including phone, email, ticketing systems, and Microsoft Teams
• Diagnose, repair, and replace desktop, laptop, POS, printer, and peripheral hardware to minimize business downtime
• Install, test, configure, and deploy new workstations, POS systems, printers, and software applications across the organization
• Support and troubleshoot Cegid POS applications to ensure seamless retail operations
• Troubleshoot network connectivity issues involving LAN/WAN, wireless networks, VPN connections, and retail store communications
• Resolve email and mobile device issues across Microsoft Outlook, Microsoft 365, iOS platforms, and related applications
• Administer Active Directory user accounts, password resets, security group management, and account maintenance
• Manage software licenses, IT assets, and inventory records using ServiceNow to maintain compliance and accurate tracking
• Travel to retail sites for new and renovated locations to provide user training, system orientation, and onsite support
• Support remote workforce users through remote access tools, assisting with hardware, software, and system upgrades
• Execute workstation hardware refreshes and software upgrades to ensure system reliability, performance, and security compliance
• Coordinate service requests and escalations with internal IT teams, external vendors, and third-party support providers
• Participate in rotating on-call support schedules, providing after-hours and weekend technical assistance for retail operations
• Perform basic network, system, and application troubleshooting to identify and resolve operational issues

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience
• 4–5+ years of technical support experience in retail environments and corporate offices
• Extensive knowledge of Windows operating systems, particularly Windows 11, workstation support, and desktop administration
• Strong experience with Desktop/Laptop hardware, POS hardware, printers, thermal printers, peripherals, password management, and user account administration
• Knowledge and experience with Microsoft Office Suite, Microsoft 365, Outlook configurations, and Microsoft Teams
• General understanding of WAN/LAN, data communications, telecommunications, and VoIP phones
• Strong analytical and problem-solving abilities with proven track record of independently resolving technical issues
• Excellent verbal and written communication skills with strong interpersonal and teamwork abilities
• Demonstrated ability to manage multiple customer issues and tasks simultaneously
• Proficiency with Active Directory administration and remote support tools
• Knowledge of Apple Products is preferred
• Technical certifications (CompTIA A+, Microsoft certifications, or equivalent) are preferred

Skills

Experience

4–5+ years of technical support experience in retail environments and corporate office settings, with demonstrated expertise in end-user support, help desk operations, and troubleshooting across diverse user populations and hardware environments.

Education

Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent professional experience in IT support environments acceptable.

Workplace

Compensation

The base compensation for this position ranges from USD 80,000 to USD 85,000 per annum.

Benefits

Excellent health, dental, and vision insurance (eligible for employees and dependents 1st of month following 30 days, with generous employer contribution); immediate participation in 401(k) with 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution); company-paid life insurance and long-term disability coverage; 18 days of PTO per year, increasing to 1 month after 5 years; special extended paid time for medical, parental, and military leave; holiday pay; voluntary FSA, short-term disability, and accident/hospital indemnity insurance; employee product discount.

Culture

Swatch Group offers a dynamic, multicultural workplace rooted in Swiss precision, creativity, and a deep passion for watchmaking. As an employer, it brings together craftsmanship, industrial expertise, and brand diversity, giving teams the opportunity to contribute to both iconic heritage maisons and forward-looking innovation.

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.