Job Description

About the role:

The IT On-Site Support role delivers reliable, hands-on IT support across office and retail environments while driving service quality, vendor coordination, and continuous improvement. This role combines frontline technical support with service management responsibilities, acting as the key IT point of contact for end-users, business stakeholders, vendors, and internal IT teams.

What impact you can create at CHANEL :

IT Support and Incident Management

• Provide first line desk-side support for hardware, software, and network issues across office and retail environments, including POS systems, while owning end-to-end incident and request ticket management, escalation processes, and working with regional application teams and local IT to resolve issues promptly.

• Maintain clear, timely communication with users, business stakeholders, and IT teams, serving as the primary IT escalation contact during outages and critical incidents.

• Log, track, and resolve IT incidents and service requests within agreed SLAs.

• Lead major incident coordination by engaging resolver teams, issuing updates, and conducting post-incident reviews.

• Proactively identify recurring issues and improvement opportunities, driving service improvement plans through to completion to maintain high user satisfaction.

• Carry out other IT support tasks as assigned.

Hardware, Software, and Asset Management

• Deploy, configure, and maintain IT devices including laptops, iPhones, iPads, printers, and peripherals.

• Carry out OS imaging, software installations, and patch management activities.

• Manage and maintain IT hardware and software asset inventory, ensuring records are accurate and up to date.

Stakeholder Management

• Build and maintain relationships with internal users and business stakeholders to discuss service levels and identify improvement opportunities.

• Collaborate with IT vendors to deliver IT services, monitor vendor and contractor performance, ensuring agreed service levels are met and improvements are implemented.

Reporting, Planning, Knowledge management

• Produce regular performance reports

• Develop and deliver Service Improvement Plans to raise IT support quality.

• Assess future IT demand driven by business growth and projects, ensuring resource readiness.

• Create and maintain knowledge base articles covering common issues and resolutions.

What you will bring :

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).

• 3+ years of experience in an IT support or field service role, covering both office and retail environments.

• Proven experience managing incidents, service requests, and vendor relationships.

• Hands-on experience with hardware deployments, OS imaging, and software management.

• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).

• Experience with ITSM tools (e.g. ServiceNow, Jira Service Management, or similar).

• Working knowledge of Active Directory, Microsoft 365, and endpoint management platforms (e.g. SCCM, Intune).

• Understanding POS systems and retail IT infrastructure is a plus.

• ITIL Foundation certified. Microsoft certifications (e.g. MD-102, AZ-900) or equivalent is a plus.

• Able to start with a 6-month contract first with possibility for contract renewal

What CHANEL can offer you :

• Opportunity to gain hands-on experience within a global luxury brand

• A collaborative and inclusive culture where you can learn from experienced team members and contribute to continuous improvement

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Chanel.