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About the Role

The End Point and Workplace Engineer ensures a seamless, secure, and high-quality technology experience for boutique, office, and warehouse users in Japan. This role balances hands-on technical support with continuous service improvement and cross-functional collaboration to drive business productivity and IT service excellence.

Responsibilities

• Own Level 2 end-user support for PCs, printers, peripherals, desktop software, and iDevices.
• Manage service KPI performance including response time, resolution time, and user satisfaction.
• Design and improve end-user support experiences by simplifying support journeys.
• Lead continuous improvement initiatives for troubleshooting and incident handling.
• Monitor device preparation and kitting activities for hardware readiness.
• Act as a business-facing IT partner to Maisons, vendors, and internal teams.
• Coordinate endpoint and workplace services for boutique openings, renovations, and relocations.
• Manage the lifecycle of IT assets including procurement, installation, upgrades, and disposal.
• Develop and maintain support documentation and knowledge articles.
• Collaborate with regional and global teams to align local support with global standards.
• Coordinate with external vendors to ensure service quality and delivery commitments.
• Support cost management and optimize total cost of ownership for IT resources.
• Drive standardization and repeatable solutions across endpoint services.
• Maintain audit and compliance records for security and regulatory requirements.
• Provide on-site support as required.

Requirements

• 5+ years of experience in IT support, desktop engineering, or end-user computing.
• Strong knowledge of PC hardware, peripherals, and desktop operating systems including Windows and macOS.
• Strong knowledge of enterprise applications like Microsoft Office, Outlook, and collaboration tools.
• Practical knowledge of Active Directory administration and LAN/WAN/Wi-Fi troubleshooting.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Customer-oriented mindset with the ability to work independently under pressure.
• Fluency in Japanese and English (speaking and writing).
• Bachelor’s degree in Information Technology, Computer Science, or a related field.

Skills

• PC hardware and peripheral support
• Windows and macOS administration
• iDevice and mobile device management
• Active Directory administration
• LAN/WAN/Wi-Fi troubleshooting
• Microsoft Office and Outlook support
• Endpoint device monitoring
• Retail and boutique technology support
• POS system knowledge
• MDM/DEP and JAMF platform experience
• ITIL framework
• Project management

Location

• Japan

Work Type

• Full-time

Experience Level

• 5+ years

Education Level

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

About the Company

• Richemont is a world leader in the luxury sector with various Houses specializing in jewelry, watches, and high-end accessories.
• The company is committed to preserving heritage and identity while fostering innovation and creativity.