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Help Desk Sales Support Specialist

Date:  Jun 21, 2022
Brand:  Luxottica Wholesale North America
Location: 

Port Washington, NY, US, 11050

Requisition ID: 682643 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

 

Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

Luxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.

 

GENERAL FUNCTION 

The Service Desk Support Specialist is responsible for providing technical assistance to our field-based sales team and internal users of Luxottica’s computer hardware and software systems.  The IT Service Desk Support Specialist for Mobile Application Support assesses, researches and resolves technical support problems and provides overall support for the company’s mobile IT systems. 

 

MAJOR DUTIES AND RESPONSIBILITIES 

  • Support all software applications and IT hardware used by the field sales and customer service teams including SAP ECC, SAP CRM, SAP Mobility, SAP REX and mobile device management.
  • Log, track and resolve Service Requests, Change Requests and Incident and Problem tickets via the group’s ITSM platform – BMC Remedy
  • Provides technical support and guidance to users in person, via phone, email and tickets; responds to all user requests promptly and follows-up as necessary to ensure satisfactory resolution of users IT support request
  • Respond to support requests and communicate with end users throughout the support lifecycle via Remedy ticketing system
  • Troubleshoots application performance issues, and may recommend upgrades, patches and new applications and equipment
  • Responsible for the set up and installation of mobile devices and software for new users including assigning application access, ensuring that appropriate security and system configurations are compliant with company standards
  • Responsible for the support and administration of the company Microsoft email and instant messaging
  • May coordinate activities in support of user training and assistance requests for all programs; may provide basic training to new system users on use of equipment and applications
  • Provides training and guidance on the use of Luxottica’s mobile tools to the field based sales team
  • Recommends new or alternative approaches to providing technical support to ensure that user assistance is being provided promptly and in the most effective and efficient manner
  • Keeps Manager, IT informed of schedules, priorities and problems
  • Requires some travel 

 

BASIC QUALIFICATIONS 

  • Bachelor’s degree in computer science/technical discipline preferred; computer systems or A+ certifications are a plus or equivalent combination of education and experience.
  • Minimum 2 years’ experience in an IT service desk environment providing technical support to end users via telephone, face to face and remote desktop/management tools.
  • Excellent knowledge of systems and hardware, database software applications and networking systems and procedures including knowledge of mobile device support (iPhone, iPad), Mobile Applications and Mobile Device Management, iOS and Mac OSX
  • Practical Knowledge of SAP, CRM, Office 365, Exchange
  • Practical Knowledge of Server 2003 and 2008; Networking, Printing and related software applications
  • Must have strong organizational and time management skills
  • Able to multi-task with strong communication skills (both verbal and written) as well as good interpersonal skills
  • Experience in an environment supporting field based sales staff and office based customer service team in a Wholesale or Retail organization.

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner). 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.


Nearest Major Market: Long Island
Nearest Secondary Market: New York City

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