Position Overview

The primary responsibility of the Technical Services Senior Analyst is to provide technical support and oversite of Tiffany’s Premier Retail Landmark location.  This includes the delivery of new technologies in partnership with outside partners to support organization growth, as well as support of existing technology unique to the location.

The analyst will also be responsible for providing support service delivery which includes incident, problem, and change management to facilitate project and support initiatives. 

The technology covered is broad therefore the candidate needs to have a solid technical background and must be able to quickly adapt to new environments and technologies through collaboration with regional IT teams as well as local operations. 

This role demands onsite availability 5 days a week, and shift schedules may include weekend support. Due to the nature of responsibilities, working outside of normal business hours and on weekends may be required to support project related activities as well as peak period support.

Key Accountabilities 

Manage the delivery and support of Infrastructure technology including lifecycle management programs related to but not limited to the delivery of:

• Cegid Point of Sale systems
• VLM Automation
• Endpoint Technology including PC, MAC, Mobile Devices (iOS and Android), Printers, Telephones
• Software delivery and maintenance

This includes New Technologies, Applications, and Processes

Provide weekly\monthly reporting on incidents and service requests.  Perform trend analysis while collaborating with other IT groups to bring issues to resolution. Escalate and engage Corporate IT groups as needed.  

Responsible to fulfill hardware requests, the support role will be expected to physically complete the work below or manage the deployment directly with the vendor:

• PC\Laptop workstations\printers
• POS & payment devices

Responsible for identifying gaps with processes and knowledgebase articles. Partner with IT and Operations  in development of documentation for future reference and problem avoidance as well as coordinate training events with for new and existing employees alongside retail excellence team. 

Effectively manage relationships with all business units IT internal and external partners. Proactivity follow up with clients to ensure incidents are brought to resolution within the agreed SLA. 

Qualifications

Required:

• 2-4+ years experience in IT support & service delivery function
• Experience with Windows 10, Windows 11, Apple iOS, and Office 365 Tools.
• Experience with Active Directory and User\Endpoint Management Administration
• Excellent interpersonal, written and oral communication skills, with focus on attention to detail
• Experience with command line (i.e. PowerShell)
• Ability to build and maintain business partnerships
• Ability to approach technical challenges from a business perspective
• Ability to perform basic financial analysis
• Strong analytical and problem solving skills  

Preferred:

• Bachelors degree in IT or equivalent certifications
• Experience with Software Management and Distribution
• Experience with Video Conference and Collaboration technologies.
• Experience with Cisco/Meraki Switching, Wireless
• IP addressing (Subnetting and assignment)
• WorkspaceOne, SCCM, and JAMF

The hiring range for this position ranges from $77,010 - 104,190. The rate of pay offered will be dependent upon candidates’ relevant skills and experience.