Senior Technology Operations Engineer

If you were the Senior Technology Operations Engineer now, here are some of the core activities you would be doing:

• Planning and leading the technology delivery of new store openings while helping to improve efficiency, and managing store technology equipment refreshes :
Responsible for procuring and configuring technology for new stores for different regions in EMEA ;
Working with and performance managing different 3rd party vendors who provide services to our stores, including media displays, on site services, configuration management
• Collaborating with store managers, store designers, our retail Excellence team, and staff to identify and coordinate improvements to the technology in our stores, including improving the design of the cash desk and POS stations, and suggesting upgrades and improvements
• Being responsible for day-to-day support for EMEA retail locations including direct / 3rd party support
• Keeping our tasks and tickets up to date in a service management tool
• Coordinating new hardware and software as required, including upgrades to existing software applications
• Proactively identifying and troubleshooting technical problems relating to POS systems and back-office equipment, hardware/software, operating systems, applications (MS Office, ERP, etc.), networks, and peripherals (printers, scanners, barcode devices)
• Performing functional and user system testing on new hardware and software products for our retail stores
• Developing system reports and performing ad hoc data queries for management reporting purposes
• Assisting with systems testing and implementation of application system modifications
• Assisting in the maintenance and upkeep of the network and other systems in our retail stores and partner with vendor support contacts to resolve technical problems with retail systems and software
• Being responsible for regional inventory management whether it is on site equipment or 3rd party storage
• Creating training materials for IT related subjects and provide basic training for store staff

Here are some of the things you could be working on in the future:

• Optimizing the technology processes in new store opening
• Implementing new technology services in a retail environment as needed by our business partners
• Consulting with different functional teams to bring ideas to life in Retail
• Identifying the root cause of our technology issues and collaborating with Product teams to find a solution
• Collaborating with the IT team and other business teams on new projects, representing the Retail Technology team in EMEA. 

Are you our next Senior Technology Operations Engineer?

• You have 5+ years of experience in a help desk/ IT support role
• You have a bachelor’s in computing science or MIS related subject or equivalent business experience with appropriate certifications
• You are able to travel throughout the EMEA region to support new store openings
• You are able to participate in our on-call rotation program to support retail stores after regular office hours and weekends
• You have a good understanding of network related technologies and terminologies (switches, routers, etc.)
• You have a strong understanding of mobile device setup and MDM in a retail environment
• You have a strong understanding of Retail point of sale systems and typical store operations
• You have experience working in a ITSM or ITIL set up with ticketing systems such as ServiceNow or JIRA Service Management
• You have scripting experience through bash or PowerShell or similar
• You have a strong knowledge of hardware, OS and network implementation requirements, Microsoft Operating system (Windows 11 Pro), MS Office 2013, Office 365 and other application maintenance and support
• You have experience with desktop reporting and imaging applications
• You have a strong understanding of software setup and configuration utilities
• You have strong communication skills and the ability to effectively explain concepts and processes to end-users
• You have an understanding of cloud services like Office 365 and Cloud Networking
• You are proactive in identifying the root cause of issues and developing solutions
• You remain highly flexible and adaptable when faced with ambiguity
• You effectively balance autonomy and collaboration
• You inspire breakthrough thinking and continuous improvement
• You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
• Your passion for your work is paralleled by your passion for getting outside and living it