IT Support Specialist

About Us:

We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That's the Power of Us, that's the Power of PVH+.   

One of PVH's greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about Inclusion & Diversity at PVH here.

The Team

The IT team at PVH's South West Hub ensures smooth and reliable digital operations across the region by supporting end-users, resolving day-to-day technical issues, and keeping systems up to date. Working closely with regional and global IT teams, we manage and document support requests, troubleshoot hardware, software, and network problems, and provide clear guidance to users both on-site and remotely. Our focus is to deliver fast, effective assistance and maintain a secure, high-performing IT environment that enables all teams to work efficiently and confidently.

The Position

Reporting to the IT Manager, the IT Support Specialist plays a key role in ensuring reliable digital operations for the South West Hub. Acting as a frontline partner for all end-users, the role supports day-to-day issue resolution, enhances the overall user experience, and helps maintain a secure and efficient IT environment. By working closely with regional IT teams and business stakeholders, the IT Support Specialist contributes to smoother workflows, stronger system performance, and the continuous evolution of our support processes.

Key Responsibilities:

End-User Support

• Respond to incoming service requests and incidents via multiple channels (phone, email, chat).
• Troubleshoot and resolve hardware, software, and network issues for end-users.
• Provide step-by-step guidance to users to support issue resolution.

Ticket Management

• Create, update, and escalate service tickets within the IT service management system.
• Prioritize and manage the support queue to ensure timely resolution.
• Document troubleshooting steps and solutions for future reference.

Technical Troubleshooting

• Diagnose and resolve issues related to desktops, laptops, printers, and peripherals.
• Collaborate with specialized IT teams for more complex technical problems.

User Training

• Contribute to the creation and delivery of basic training on common IT tools and applications.
• Develop and maintain user documentation for recurring issues.

Software and System Updates

• Support software deployments, patches, and system upgrades.
• Ensure user devices comply with the latest security and performance requirements.

Customer Service

• Deliver high-quality service with a positive, professional attitude.
• Communicate clearly with end-users to collect key information and set expectations.

Remote Assistance

• Use remote support tools to resolve issues for users working off-site.

Collaboration

• Partner with other IT teams to escalate or resolve complex issues.
• Keep end-users informed on the progress of their support requests.

Note: Responsibilities include, but are not limited to, those listed above. The role may require additional tasks and duties as assigned to meet the needs of the department and organization.

Measures of Success

• High ticket resolution rate with most issues solved within defined SLAs.
• Consistently positive user satisfaction scores after support interactions.
• Accurate and complete ticket documentation, enabling smooth follow-up and knowledge sharing.
• Reduced recurrence of common issues thanks to clear user guidance and improved documentation.
• Strong collaboration with IT teams, leading to faster handling of complex or escalated cases.Up-to-date and secure user devices, with timely deployment of patches and system updates.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field; additional IT certifications are a strong plus.
• 5 years of experience in IT support or a similar technical role, with solid exposure to end-user assistance and troubleshooting.
• Strong knowledge of Windows and macOS environments, office productivity tools, and hardware/software asset management.
• Proficiency with IT service management tools and the ability to document, prioritize, and follow up on support requests effectively.
• Excellent communication skills, with the ability to guide users clearly, build trust, and collaborate across teams and levels.
• Adaptability and problem-solving mindset, capable of working in a fast-paced, changing environment while resolving complex issues efficiently.
• Fluency in French and English required

At PVH, how we act is as important as what we do. Here are some key behaviours we expect from our people:

ENTERPRISE FIRST – we act in the best interests of PVH and its consumers beyond our own team, brand, region or market.

DRIVE CHANGE – we lead by example and are optimistic about change. We challenge the status quo but fully commit once a decision is made.

CREATE CLARITY – we are diligent in providing context and setting our priorities so we can be productive quickly.

INSPIRE TRUST – we create safe spaces for debate and deliver on what we promise so people can learn to depend on us.

TAKE ACCOUNTABILITY – we focus on work with the biggest business impact and give candid feedback to each other.

PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.