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Senior Infrastructure Workplace Associate
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Company Description
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
Position Overview
Ralph Lauren’s Technology group is focused on building & leveraging high-quality technology solutions to enhance business & digitization opportunities across channels and geographies.
The Client Services Engineer, reports to the Regional Infrastructure Manager and will form part of a global technology authority.
We’re looking for an IT Client Services Technician to join a highly respected organisation to work as part of a team to assure and deliver local services for a range of projects and BAU operations. The successful candidate will be responsible for providing 2nd line support for Windows 7 / 10+, Apple OSX/IOS, Mobile Devices support and other IT infrastructure services to support the infrastructure team. The Client Services Technicians form an essential part as the local face of IT so the average day consists of a wide spectrum of activities, supporting users and providing local hands and eyes support across the infrastructure towers.
Essential Duties & Responsibilities
- Ensures proactive and reactive management of operational incidents, problems and changes for the Local site
- Acts as remote support for the resolution of Infrastructure faults on site
- Provides a clear and regular pro-active reporting of the ongoing technical challenges of the technical environment to Region Infrastructure Manager
- General IT maintenance, such as PC builds, hardware upgrades and software deployment
- Troubleshooting basic hardware and software errors, network and integration issues
- Actively manage assets through life (receipt, move, additions and changes) and maintain asset tagging/recording
- Ensures adequate stock in quantity and quality of equipment to meet customer’s demands
- Reviews the existing environment, and as and when appropriate, recommends enhancements
- Where required, assisting departments with projects and corporate internal and external events – including support for regional teams on setup for VC, Meetings etc. for high profile events
- Effective delivery into projects with tight deadlines, identifying work required and clearly articulating timescales
- A successful candidate must have strong process, project and communication skills.
- This role will form part of EMEA region infrastructure team, there may be requirements to travel to other corporate locations on occasion.
Experience, Skills & Knowledge
- Experience of providing Level 2 IT Client Support in a global organisation
- Experience with Microsoft Office, versions 2010+
- Experience with Windows operating systems – Windows 7 and 10, experience with the new 11 OS is a plus
- Knowledge of Microsoft Configuration Management tools including SCCM and Intune
- Knowledge of Apple IOS and OSX systems, including setup, configuration and fault finding
- Experience with a global O365 deployment
- Knowledge of IT Rooms and floor cable patching
- A passion for IT and a willingness to learn and expand your knowledge.
- The successful candidate must be able to communicate with global teams, both written and verbal English is a must.
- An ability to pick up concepts and applications quickly.
- Experience working with all levels of an organization in a mature and professional manner
- Operational experience of large multi-technology environments to a demanding enterprise retail business
- Extensive experience in operational management including process management, pre-emptive maintenance and Prob/Inc/Change management
- A globally distributed delivery function, global accounts and accompanying service support models
- Complex multi-vendor solution management and a mixed service support model utilising In-house, and external 3rd parties
This position will be highly focused on supporting Ralph Lauren employees in our corporate office locations, it is essential that the candidate is comfortable being the face for IT on the ground in these locations, this will mean dealing with a full spectrum of seniority – all with their own requirements and expectations. Technical expertise alone is not sufficient for this position.
This role is well suited to a team player with strong communication skills, who is service oriented with strong problem solving and analytical skills. The candidate should be customer focused and be able to demonstrate a willingness to help others.
The successful candidate will have a remote line manager, so it is essential that they are self-driven, with an ability to plan and manage own workload. They will often need to work in an independent way following the IT Policies and directions from the Regional Team Manager.
