Senior Associate - Workplace Technology

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What You'll Be Doing

We are seeking a Senior Associate - Workplace Technology to deliver exceptional technical support and service management across Chalhoub’s workplace technology ecosystem. This role is integral to ensuring that all employees experience reliable, secure, and efficient technology services across our offices and retail environments.

The Senior Associate - Workplace Technology will manage the resolution of incidents and requests within the End User Computing (EUC) and Workplace Technology team, provide escalation support, and oversee vendor performance for IT, AV, telephony, and print infrastructure. This role requires a proactive problem-solver who can balance hands-on technical expertise with vendor and stakeholder management, driving continuous improvement and ensuring compliance with SLAs, KPIs, and Chalhoub’s service standards.

Key Responsibilities

Incident & Request Management

• Lead resolution of EUC incidents and requests, ensuring first-touch resolution and adherence to SLAs.
• Monitor call queues, prioritize incidents, and reconcile user accounts.
• Take ownership of calls from inception to resolution, keeping customers informed.
• Escalate problems based on business impact and severity.
• Participate in on-call rotation to support 24/7 operations.

Infrastructure & Technology Support

• Manage service delivery and support for IT, AV, telephony, and print technologies across offices.
• Troubleshoot and resolve issues across Windows/macOS devices, iOS/Android, Handheld devices, conferencing platforms (Zoom, MS Teams), and connectivity tools (VPN, broadband, 5G, LAN/WAN, Wi-Fi).
• Conduct planned preventative maintenance with vendors to resolve recurring issues.
• Demonstrate knowledge in designing, installing, and maintaining workplace hardware and workstations.

Vendor & Partner Management

• Oversee external technology vendors to ensure compliance with KPIs and SLAs.
• Manage vendor resources for operational projects, installations, and decommissions.
• Collaborate closely with Service Desk, NOC, Network Engineering, and Service Operations teams.

Operations & Reporting

• Maintain compliance with risk, security, and change policies.
• Provide regular reporting on EUC operations, vendor performance, and status updates.
• Support budgeting for territory-related OPEX and technology asset lifecycle, including procurement.

Continuous Improvement & Leadership

• Identify and implement methods to improve EUC team efficiency and effectiveness.
• Analyze ticket data and user feedback to address recurring issues.
• Mentor and coach Workplace Associates, acting as an escalation point.
• Collaborate with leadership to adopt innovative technologies and streamline processes.

Customer Experience

• Serve as regional point of contact for escalations, ensuring timely resolution.
• Build trust and maintain close working relationships with stakeholders across the business.
• Contribute to employee NPS by delivering proactive, reliable, and customer-focused service.

What You’ll Need To Succeed

Experience & Background

• Over 5 years of IT support and workplace technology experience in enterprise or multi-site environments.
• Strong break/fix expertise across Windows 10/11, macOS, laptops, desktops, mobile devices, and printers.
• Experience supporting mobile devices, broadband/5G connectivity, and remote access tools.
• Familiarity with Active Directory, Microsoft Intune, Entra, MDM platforms including Apple Business Manager, and asset management.
• Proven skills in vendor management and service delivery oversight.

Technical Skills

• Knowledge of workplace technology infrastructure, including AV systems, telephony, Wi-Fi, LAN, and WAN networks.
• Hands-on experience with VPNs, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and enterprise mobility solutions.
• Proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word) and conferencing platforms such as Zoom, Teams, and Google Meet.
• Strong troubleshooting, prevention, and problem-solving skills.
  
  Certifications (Preferred)

• ITIL Foundation, A+, or Microsoft certifications (MCSE/MCSA).
• Hardware certifications (HP, Apple, Lenovo).
  
  Core Competencies & Values

• Adjust communication styles to meet stakeholder needs with clarity and impact.
• Recognize and embrace diverse perspectives in problem-solving.
• Remain resilient and optimistic in challenging situations.
• Prioritize customer needs in all decisions, creating tailored solutions.
• Exhibit critical thinking and sound judgment in resolving complex issues.
• Support talent development and foster a collaborative culture.

Soft Skills

• Excellent communication and stakeholder management with a customer-first approach.
• Ability to multitask in high-pressure, project-based environments.
• Strong analytical mindset with focus on continuous improvement.
• Professionalism, discretion, and ability to mentor peers effectively.

What We Can Offer You

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.