Swatch Group IT Help Desk Support Specialist

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.

The Swatch Group seeks an IT Help Desk Support Specialist to provide first- and second-level support across retail, distribution/service center, corporate, and remote environments, including POS systems, end-user devices, networks, and account administration. The role requires 4–5+ years of technical support experience in retail environments and offices, includes rotating after-hours and weekend on-call coverage, and may require travel to retail locations up to 15% of the time.

Role & Responsibilities

• Provide first- and second-level technical support to retail stores, the distribution/service center, corporate office employees, and remote users.
• Diagnose, repair, and replace desktop, laptop, POS, printer, and peripheral hardware to minimize business downtime.
• Install, test, configure, and deploy workstations, POS systems, printers, and software applications.
• Travel to new and renovated retail sites as needed, including to provide user training and system orientation.
• Support and troubleshoot Cegid POS applications.
• Manage software licenses, IT assets, and inventory records for compliance and accurate tracking.
• Resolve email and mobile-device issues across Microsoft Outlook, Microsoft 365, iOS, and IOS App Platforms.
• Troubleshoot LAN/WAN, wireless, VPN, and retail-store communication connectivity issues.
• Support remote employees through remote-access tools, assisting with hardware, software, and system upgrades.
• Handle IT service requests received by phone, email, ticketing systems, and Microsoft Teams.
• Administer Active Directory user accounts, password resets, security groups, and account maintenance.
• Troubleshoot basic network, system, and application issues to identify and resolve operational problems.
• Coordinate service requests and escalations with internal IT teams, external vendors, and third-party support providers.
• Perform workstation hardware refreshes and software upgrades to maintain reliability, performance, and security compliance.
• Participate in a rotating on-call schedule, providing after-hours and weekend technical support for retail operations.
• Use ServiceNow to document incidents, resolutions, hardware inventory, and support procedures.
• Travel to retail locations as required, up to 15% of the time.
• Operate computer equipment and perform physical tasks including climbing, bending, stooping, reaching, and lifting or carrying equipment weighing more than 25–50 pounds, including computers, monitors, printers, scanners, and POS hardware; use finger dexterity to operate a keyboard and calculator as required.
• Arrive early and work late when necessary.

Qualifications

• Bachelor’s degree preferred in Information Technology, Computer Science, or a related field, or equivalent experience.
• Knowledge and experience with operating-system environments, especially MS Windows 11 and Microsoft Teams.
• Knowledge and experience in desktop environments, MS Office Suites, and Office 365, including Outlook configurations.
• 4–5+ years of technical support experience in retail environments and offices.
• Ability to manage multiple customer issues and tasks simultaneously.
• Good understanding of computer systems, including HP and Dell, mobile devices, and other technical products; knowledge of Apple Products is a plus.
• Excellent verbal and written communication skills and strong interpersonal skills.
• Organized, accurate, thorough, and able to monitor work quality.
• Technical certifications are a plus.
• Ability to operate computer equipment and perform the physical tasks described, including lifting or carrying equipment weighing more than 25–50 pounds; finger dexterity may be required.
• Extensive knowledge of Windows operating systems, workstation support, and desktop administration.
• Strong experience with desktop and laptop hardware, printers and thermal printers, peripherals, password management, and user-account administration.
• General knowledge of WAN/LAN, data communications, telecommunications, and VoIP phones.
• General knowledge of PC software products, file conversion, and usage.
• Ability to create and document technical procedures, user guides, and step-by-step instructions for end users.
• Strong analytical and problem-solving abilities, with a record of independently resolving technical issues.
• Proactive preparation of hardware, software, accounts, and system access for employee onboarding and offboarding.
• Excellent customer service skills.
• Very good communication, interpersonal, and teamwork aptitude.
• Organizational skills to manage multiple open calls, callbacks, and customer follow-up.
• Self-motivated, a self-starter, and a quick learner in a multifaceted business serving domestic and international staff.
• Strong organizational, project management, and problem-solving skills, with multitasking abilities in a fast-paced corporate environment.
• Professionalism, accountability, receptiveness to feedback, and commitment to teamwork; able to accept constructive feedback.

Skills

Experience

4–5+ years of technical support experience in retail environments and offices.

Education

Bachelor’s degree preferred in Information Technology, Computer Science, or a related field, or equivalent experience.

Workplace

Compensation

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

Benefits

Health, dental, and vision insurance for employees and eligible dependents, with employer contributions; 401(k) participation from the start and a 100% vested employer match after one year (maximum 4% employer match with a 5% employee contribution); company-paid life insurance and long-term disability; 18 days of PTO per year, increasing to one month after five years; extended paid leave for medical, parental, and military needs; holiday pay; voluntary FSA, STD, accident, and 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.