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Support Engineer

Hours per week
40 hours

As a within GrandVision Global IT, you will be part of a global team that will help with the daily operational support on the LeanPOS solution. This solution is a new GrandVision product that will be rolled out to our stores worldwide, beginning with Portugal.

We are GrandVision, well-known by our retail banners such as Pearle, Vision Express, Charlie Temple, Apollo, Solaris, and many more!

Our global store network are the go-to locations for all the top brands in the eyewear industry, including Ray-Ban, Oakley, Esprit, Carrera, but also popular for our comprehensive selection of exclusive and indie brands.

You will act as a bridge between our store employees, the business, developers, and products owners in Group IT. You’ll analyse incoming request and determine based on the possible cause how to resolve the issue.

First and foremost, you have excellent communication skills, and you can express yourself verbally and in writing in the English language as this is an international position. Next to that, you have analytics skills and soft skills to deal with different complexities within the GrandVision organisation. You have an affinity for technical related problem and issues and are keen to help our stores and store associates in a kind and proper manner.

This in the end will help improve the quality and reliability of our services towards our optical retail business for our 7000+ stores worldwide.

Your responsibilities and tasks:

  • Manage daily incoming requests and prioritize based on global ITSM guidelines and processes.
  • Keep customers, stakeholders, and the wider business audience informed about the status and the progress.
  • You will be able to help and define, as a Subject Matter expert, within Group IT key improvements for our Omni Channel strategy based on the instore customer feedback of the LeanPos application.
  • You take responsibility in further defining and improve our ITSM processes to help and accelerate daily tasks to enable an always evolving support blueprint for our current and future rollout, maintenance and continuous functional improvement based on customer feedback.
  • You can distillate and understand the pain points and needs coming from support process.
  • You will partake and perform acceptance testing as a key user.
  • You will support the Project Implementation(s)
  • You will help in preparation of system/end user documentation.
  • Potentially support and lead user training

Key skills, knowledge and experience

  • 4+ years of experience in helping in store processes as a support engineer or other related role within retail
  • Experience with (Store) Master data is a plus
  • You need basic knowledge of tools such as Jira, Confluence, TestRail and ServiceNow
  • You can create system user manuals
  • You understand business processes and user flows
  • Business level English, both written and spoken, knowledge of Spanish and Portugese is a plus


Contract: In line with common market practice a 1-year (/ fixed-term) contract may initially be offered with a view to extend.

Workplace type: hybrid. We offer the option to continue working 2 days at home and 3 days at the office with a working from home bundle incl. chair and screen etc. provided to support this.

Salary: We pay competitive salaries in line with the international retail sector. We are looking forward to discussing your salary expectations during the interview.

In addition to the above, We offer a scope of great benefits including (but not limited to):

  • Dutch pension plan with employer contribution of 8%
  • Employee net investment scheme
  • Employee Purchase Option for glasses, contact lenses and sunglasses
  • Subsidised lunches and free fruit at the office
  • Commuting expenses reimbursed
  • Discount on various partner insurances
  • The option to work from abroad for a specified time
  • Flexibility on annual leave planning with option to purchase additional days

Developing Careers & Potential

Within all GrandVision companies we recruit for a career, not just a job. We are passionate about customer satisfaction and develop our people to look for growth potential within the job and within the company.

With customers, stores and employees located in over 40 countries, GrandVision shows diversity to be at the core of its success. GrandVision is a global company proud and committed to be an equal opportunity employer.

More about GrandVision

GrandVision is a global leader in optical retailing and delivers high quality and affordable eye care to more and more customers around the world. The high quality eye care offered by GrandVision includes a wide range of services provided by its vision expert, prescription glasses including frames and lenses, contact lenses and contact lens care products, and sunglasses both plain and with prescription lenses. These products are offered through leading optical retail banners across Europe, the Americas, the Middle East and Asia. GrandVision serves its customers in over 7,200 stores and with more than 39,000 employees which are proving every day that in EYE CARE, WE CARE MORE.

After decades of collaboration and two years of efforts and relentless work to make it a reality, EssilorLuxottica and GrandVision officially became part of the same organization as of 1 July, 2021.

Going forward, as part of the EssilorLuxottica family, GrandVision will be able to truly unlock our full potential, and that of the optical industry as a whole, by exploring new paths around product development, digitalization, distribution and innovation.

At the very core have always been our people, who day after day are elevating the importance of vision as a basic human right and to bringing the best eyewear possible to the market. As part of the Group's deeply-rooted culture and values, we are committed to taking care of our employees around the globe and helping them thrive and grow.

Some key figures:

  • 7,260 stores in more than 40 countries
  • 434,000 daily store visits
  • 15.1 million Eyeglass & sunglass sold
  • Over 39,000 employees worldwide
  • Revenue EUR 3.5 billion FY
  • EBITA EUR 266 million

Our vision is to provide high quality and affordable eye care to more and more people around the world. By doing so, GrandVision aspires to help them realize their full potential in life.

More about GrandVision:
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Find our Annual Report here:

NB. If you have not heard back from us after 27 days, please consider your application not to be successful. Due to the number of applications we receive, we are unable to provide individual feedback should you not be selected for an interview.

Recruitment agencies: As we have a dedicated in-house recruitment team, all our positions are strictly no agencies. Please refrain from contacting our staff with prospective candidates as they will not be taken into consideration.

Application process

1. Apply
2. Questionnaire & Recruiter call
3. 1st Interview
4. Online Assessment & 2nd Interview
5. Offer
6. Hired

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