End Point and Workplace Engineer

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

SUMMARY

The End Point and Workplace Engineer Engineer plays a key role in delivering a seamless, secure, and high-quality technology experience for boutique, office, and warehouse users across Japan. Beyond day-to-day support, this role drives service excellence, enhances the end-user experience, and contributes to regional and global IT initiatives in close partnership with teams in Japan and HQ. It is an excellent opportunity for someone who enjoys combining hands-on technical problem-solving with continuous improvement, cross-functional collaboration, and visible business impact.

WHY THIS ROLE MATTERS
This role is critical to keeping the business productive, connected, and secure. As a frontline owner of the end-user technology experience, the End Point and Workplace Engineer helps ensure smooth retail operations, effective office productivity, and successful project delivery. The role also supports broader transformation by identifying service improvements, standardizing support practices, and partnering with regional and global stakeholders to deliver modern, reliable IT services.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Own Level 2 end-user support for PCs, printers, peripherals, desktop software, related corporate applications, and iDevices across boutiques, offices, and warehouses, ensuring timely resolution and a consistently high-quality user experience.

• Take accountability for service KPI performance, including response time, resolution time, service quality, and user satisfaction, and proactively drive actions to improve results and service reliability.

• Design, enhance, and continuously improve the end-user support experience by identifying pain points, simplifying support journeys, and improving how users interact with IT services for PC and iDevice-related issues.

• Lead continuous improvement initiatives in troubleshooting, incident handling, and support processes for PCs and iDevices to reduce recurring issues, increase first-time fix rates, and improve 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 and strengthening IT presence within the business.

• Coordinate and support boutique projects such as openings, renovations, relocations, and closures, ensuring endpoint and workplace services are delivered effectively and with minimal disruption to operations.

• 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 the lifecycle of IT assets, including hardware and software, 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 HQ to resolve cross-functional and cross-regional issues, contribute to service enhancement initiatives, and align local support delivery with global standards.

• Contribute to vendor governance by coordinating with external partners, monitoring service quality and delivery commitments, and ensuring vendor-supported activities align with business needs, IT standards, and expected service outcomes.

• Support cost management with a total cost of ownership mindset by promoting efficient use of devices, licenses, and support resources, and by identifying practical opportunities to optimize spend without compromising service quality.

• Drive standardization and reuse strategies across endpoint and workplace services by promoting repeatable solutions, consistent configurations, and reusable support practices that improve efficiency, quality, and scalability.

• Support audit and compliance requirements by maintaining accurate asset and support records, following established controls and policies, and ensuring endpoint services meet security, governance, and regulatory expectations.

• Provide on-site support as required and carry out other duties as assigned.

SKILLS, KNOWLEDGE AND EXPERIENCE

Must Have

• 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 and mobile devices

• Strong knowledge of common enterprise applications such as Microsoft Office, Outlook, endpoint devices monitoring tools, and collaboration tools

• Practical knowledge of Active Directory administration and LAN/WAN/Wi-Fi troubleshooting related to PCs

• Excellent analytical, troubleshooting, and problem-solving skills

• Customer-oriented mindset with the ability to work independently, prioritize effectively, and perform well under pressure

• Curious personality with analytical skills

• Strong communication skills with fluency in JP and EN (speaking and writing)

Better to Have

• Experience supporting retail operations, boutiques, or warehouse environments

• Knowledge of POS systems and store technology environments

• Experience with MDM/DEP, JAMF, or other endpoint/device management platforms

• ITIL Foundation and/or project management certification

• Experience working in an international organization and collaborating with regional or global teams

QUALIFICATIONS

• Bachelor’s degree or equivalent in Information Technology, Computer Science, or a related field

• Professional certifications such as ITIL Foundation, JAMF, Microsoft, or project management are advantageous

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