IT Help Desk Support

The Company

The Swatch Group is the number one manufacturer of finished watches in the world. The Group is active in the manufacture of finished watches, jewelry, and watch movements and components.

The Swatch Group is the number one manufacturer of finished watches in the world. The Group is active in the manufacture of finished watches, jewelry, and watch movements and components. It produces nearly all of the components necessary to manufacture the watches sold under its 16 watch brands and the multi-brand Tourbillon and Hour Passion retail labels, as well as the entire Swiss watchmaking industry.

In addition, it operates its own worldwide network of distribution organizations. The Swatch Group is also a key player in the electronic systems sector.

• Provide first-level and second-level technical support to retail stores, 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 new workstations, POS systems, printers, and software applications
• Comfortable traveling to retail sites for new and renovated retail locations, including user training and system orientation
• Support and troubleshoot Cegid POS applications, ensuring seamless retail operations
• Manage software licenses, IT assets, and inventory records to maintain compliance and accurate tracking
• Resolve email and mobile device issues across Microsoft Outlook, Microsoft 365, iOS, and IOS App Platforms
• Troubleshoot network connectivity issues involving LAN/WAN, wireless networks, VPN connections, and retail store communications
• Support remote workforce users through remote access tools, assisting with hardware, software, and system upgrades
• Serve as a point of contact for IT service requests received via phone, email, ticketing systems, and Microsoft Teams
• Administer Active Directory user accounts, password resets, security group management, and account maintenance
• Perform basic network, system, and application troubleshooting to identify and resolve operational issues
• Coordinate service requests and escalations with internal IT teams, External vendors, and third-party support providers
• Execute workstation hardware refreshes and software upgrades to ensure system reliability, performance, and security compliance
• Participate in rotating on-call support schedules, providing after-hours and weekend technical assistance for retail operations
• Use of Service Now for documentation of incidents, resolutions, hardware inventory, and support procedures
• Travel to retail locations may be required up to 15% of the time

Experienced IT Support professional with strong expertise in Help Desk operations, end-user support, and troubleshooting across Retail, Distribution/Service Center, and corporate office. Skilled in supporting Desktop/Laptops, POS hardware, Mobile Devices, software applications, networking and email systems. Proven ability to install, configure, upgrade, and maintain hardware and software solutions while ensuring minimal business disruption. Knowledgeable in license management, remote support tools, and basic network administration.

Recognized for strong analytical, problem-solving, and customer service skills, with the ability to efficiently diagnose and resolve technical issues for diverse user populations.

• Bachelor’s degree preferred in Information Technology, Computer Science or related field or equivalent experience
• Must have knowledge and experience working with operating system environments, especially MS Windows 11, Microsoft…