Executive - Work Place Technology

Apparel Group; Dubai; On-site; AED 100,000 - 140,000; Full time

Job summary

Apparel Group in the United Arab Emirates seeks an IT Support Engineer to deliver reliable IT support across retail stores, F&B locations, and Head Office. You’ll ensure new stores come online smoothly and onboarding is complete from day one.

The role requires hands-on skills with network infrastructure, POS systems, biometric devices, mobile POS, and end-user hardware, with a disciplined focus on SLAs and asset management.

Qualifications

• Bachelor’s degree in a related technical discipline.
• Relevant professional certifications preferred.
• Experience in IT support for retail environments is advantageous.
• Strong hands‑on technical skills across networks, POS, biometric devices and end‑user hardware.

Responsibilities

• Diagnose and resolve POS, billing software, and network issues at stores and Head Office.
• Troubleshoot biometric attendance and access control devices; fix sensor and firmware issues.
• Handle IT-related customer complaints from store teams (payments, queue management, connectivity).
• Provide remote support and on‑site hardware replacements as needed; escalate complex issues.
• Log and manage store tickets within SLA; communicate status to store managers.

Skills

Network infrastructure

POS systems

Biometric equipment

End-user devices

SLA adherence

Asset management

Remote support

Education

Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline

Tools

Microsoft 365

VPN

Active Directory

Job description

The IT Support Engineer is responsible for delivering reliable IT support across retail and F&B store locations and the Head Office, with a specific focus on new store IT deployments, ongoing store system support, store closure asset management, and end‑user onboarding. The role ensures that store teams have always fully functional and correctly configured technology — from the day a new store opens to the day it closes — while also ensuring that every new employee receives a complete and operational IT setup from their first day. The position requires strong hands‑on technical skills across network infrastructure, POS systems, biometric equipment, mobile POS, and end‑user devices, combined with a disciplined approach to SLA adherence and asset management.

KEY RESPONSIBILITY

1. Store IT Support

• Diagnose and resolve POS, billing software, and network issues at retail and F&B stores — including application errors, WAN/LAN faults, Wi‑Fi drops, and VPN instability.
• Troubleshoot and resolve biometric attendance and access control machine faults — sensor errors, connectivity failures, mis‑punch corrections, and firmware issues.
• Investigate IT‑related customer complaints raised by store teams — payment processing failures, queue management errors, and connectivity‑related service disruptions.
• Deliver remote support via remote access tools; conduct on‑site visits for hardware replacement, reconfiguration, or escalated POS issues that cannot be resolved remotely.
• Log, triage, and manage all store support tickets within SLA; flag at‑risk tickets proactively and maintain clear communication with store managers throughout resolution.

2. New Store IT Setup & Openings

• Coordinate with the project and brand team ahead of new store openings to confirm IT asset lists, timeline milestones, network requirements, and site readiness.
• Install all IT assets at new store locations — POS terminals, printers, scanners, cabling, and peripherals — and update the asset register upon completion.
• Configure the full store network stack — routers, managed switches, wireless APs, and VLANs for POS, corporate, guest, and IoT traffic; validate LAN and WAN connectivity.
• Configure the store firewall, establish VPN tunnels to Head Office, install and test billing software and mPOS devices end‑to‑end, and commission biometric machines.
• Conduct a comprehensive pre‑opening IT readiness review and sign off the store IT checklist before formally handing the site to store management.

3. Store Closure & IT Asset Management

• Manage the full IT asset collection process for closing stores — de‑install, catalogue, and reconcile all equipment including POS terminals, switches, APs, biometric machines, and peripherals against the asset register.
• Clean, inspect, and securely pack all assets for transport to the central warehouse; update the asset register with condition and storage location.
• Decommission all systems at closing stores — revoke user credentials, terminate network and ISP access, perform data wipe on all devices, and archive configuration documentation.
• Coordinate the IT closure workstream with the project team, HR, and ISP; track service tickets for each closure task and produce a completion report confirming full recovery and decommissioning.

4. User Hardware & Software Support

• Diagnose and resolve hardware faults across laptops, desktops, monitors, printers, scanners, and peripherals for Head Office and store users; coordinate warranty repairs or vendor RMA where required.
• Diagnose and resolve software issues — OS errors, Microsoft 365 faults, application crashes, licensing problems, and configuration errors; perform reinstallation or patching as required.
• Process user access requests — create, modify, and revoke Active Directory accounts, shared mailbox permissions, application access, and network drive assignments.
• Deliver remote support via remote desktop tools; conduct on‑site visits for hardware replacements, device swaps, or complex multi‑system issues that require physical presence.
• Provide IT training and guidance on Microsoft 365, VPN usage, and password management; create how‑to guides for recurring queries to reduce repeat ticket volumes.

5. User Onboarding — IT Setup

• Configure hardware for new employees — OS imaging, domain join, standard software installation, peripheral setup, and asset tagging; ensure the device is fully operational before Day 1.
• Install and configure all role‑appropriate software — Microsoft 365, business applications, VPN client, and communication tools; verify all software is licensed, activated, and correctly configured.
• Register new employees in the biometric attendance and access control system — capture biometric data, assign employee ID, configure site‑level access permissions, and confirm enrolment.
• Conduct a structured IT orientation with each new joiner covering device usage, Microsoft 365, VPN access, password policy, acceptable use, and helpdesk contact procedures.
• Issue all IT assets on the joining date; record issued items in the asset management system and complete the IT onboarding

Qualification & Certifications

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline.
• Relevant professional certifications in infrastructure technologies are preferred.