The candidate needs to have a UAE driving license.  The role will be support with IT issues across all our retail stores so the person should be comfortable with driving.

Key Responsibilities

Build, install, configure, analyze, diagnose, and troubleshoot Windows OS & fundamental technical issues. Manage the installations, maintenance, and troubleshooting of IT hardware like PC, POS, Printers etc . Support and trouble shoot Barcode printers. Ensure Retail workflow and processes in day-to-day IT operations are smooth. Handling all kinds of L1/L2 support of CCTV infrastructure. Video conference system support, Digital signage, Teams etc. Handle L1/L2 support on networking devices like switches, Modems, Firewalls, etc. Support Microsoft Office Apps for end-user support Patch Management of end point devices Need to handle all Level -1 and 2 support for all IT-related issues in Retail support. Research, identify and provide solutions to software, hardware, and network related issues Respond to client support requests. Provide timely and accurate end-user feedback. Follow up with clients to ensure the problem is resolved Manage multiple cases at one time. Test and evaluate new retail technologies. Track computer system issues through to resolution, within agreed time limits Guide users through a series of actions, either via phone, email, or chat, until the technical issue is resolved. Properly escalate unresolved issues to appropriate internal teams Provide prompt and accurate feedback to customers Ensure all issues are properly logged • Track Asset Movements and capture in Asset system Ensure security of the Retail infrastructure. • Document and follow processes and procedures. Collaborating with the team on future direction and opportunities for new technology

 

Qualifications and Experience

Bachelor's/ Engineering degree with 3 to 5 years or above of relevant IT experience. - Mandatory Certifications – MCSA , CCNA (Optional) , ITIL or Any relevant certifications Relevant experience in the Retail sector. Experience in supporting point of Sale Machines, Barcode printers etc. Good knowledge of point of Sale (POS), including building and troubleshooting POS Printers, Scanners, Biometric and Bluetooth devices, and Emirates ID Reader. Experience in handling and supporting retail CCTV infrastructure. Building, installing, configuring, analysing, and troubleshooting Windows Relevant experience to support all kinds of L1/L2 support related with OS and Hardware of laptop and desktop & POS Knowledge in Microsoft Office 365 and its Apps like Outlook Word, Excel, PowerPoint etc. Good understanding of Antivirus / EDR technologies. Maintenance, and upgrades of operating systems for workstation environments. Understanding of the ITIL process for handling Asset management solutions. Good Communication skills. • Collaborating with other members of IT, to ensure that our services meet operations SLA. Available 24x7 on-call support. Experience with reasonably complex IT retail infrastructure. Ability to work well independently and as a team member. Excellent oral and written communication skills, excellent interpersonal skills. Strong conceptual and logical abilities and strong planning and project abilities. Must be able to work as an independent, productive, responsible, self-motivated member of IT operation team. Retail store travel is mandatory. Need driving license to travel within UAE stores

 

GOOD TO HAVE SKILL SETS

Manage the Level 2/3 support in maintenance and troubleshooting hardware, including, POS, printers, mobile devices etc. Basic networking knowledge for handling L1 support on networking devices like switches, ADSL Modem, CCTV etc.