Systems and Networks Analyst

Company Overview

SMCP North America, business unit of SMCP Group, lead the development of Parisian brands Sandro and Maje in North America. It directly operates 129 points of sales in the US and Canada, and gathers about 450 staff. 
With three distinct contemporary Parisian fashion brands, SMCP is a global leading company in the accessible luxury sector. The Group operates 1,176 points of sales and its brands are present in 35 countries worldwide as of June 2016. Evelyne Chetrite and Judith Milgrom founded Sandro and Maje in Paris, in 1984 and 1998 respectively and continue to provide creative direction for the brands. Claudie Pierlot was also founded in 1984 by Madame Claudie Pierlot, and acquired by the Group in 2009. 

Job description

The Systems and Network Analyst is responsible for setup and day to day operational support to end users in NY office, as well as the Help Desk service of our 140+ Stores. This key role works closely with the Director of Operations, and Group CTO/CIO to ensure optimal service of our IT infrastructure and applications.

Key Responsibilities   

• Implementation of information technologies in our Store, including travel to remote regions (as required) to coordinate new store openings.
• Ensures superior Helpdesk Support to our 140+ retail Stores locations, managing our 3rd party service provider, and serving as L2 escalation SPOC.
• Establish and manage relationships with vendors and service providers to encourage partnership and maximize quality of support; log incidents to be investigated by vendor.
• Configure and prepare windows Desktops, Laptops and setup user profile as per the standard procedures.
• Troubleshoot and resolve technical issues related to desktops, laptops, printers, mobile devices, network configurations, email/productivity suites, end-user operating systems, general software/hardware installation, and a variety of in-house applications.
• Microsoft Windows environment administration and support.

• Analyze and recommend ways to improve the efficiency of service, creating internal and external procedures to help improve and maintain the quality and efficiency of service offered.
• Relationship management between North American Business Unit and various Group IT teams, assisting in remediation and escalation of issues.
• Supports infrastructure upgrades and improvement plans to meet the changing business needs.
• Participates in a Business continuity and disaster recovery plan creation and implementation
• Ensures the resolution of all company assets are maintained responsibility
• Works closely with Director of Operations on project goals, budgeting, assessment of technologies, and Special projects as required

Profile

Minimal Requirements

• 2+ years of related Technical customer service / Help Desk experience in an environment where IT is dedicated and accountable to overall company success.
• Strong Windows Administration and PC technician skills.
• Experience in obtaining, analyzing system and business processes, requirements and designing appropriate solutions.
• Experience in implementation and support of multiple applications as well as integration between applications
• Ability to multitask and prioritize multiple goals and responsibilities while adhering to strict deadlines.
• Reliable self-starter with the ability to work independently.

• Demonstrated documentation, communication and customer services skills.
• Experience in Retail industry preferred.
• SQL / Oracle / MySQL knowledge.
• Good understanding of AD, DNS, DHCP, wireless, Audio-Video systems.
• POS / ERP experience.
• Previous experience with Cloud Services such Office 365 and SharePoint, MDM tools as Airwatch, as well as remote desktop support tools like Bomgar.
• Ability to work in fast paced, dynamic environment, working independently as well as a member of a team.
• Ability to establish and maintain effective working relationships with Store associates, IT team members and HQ end users.