Field Support Engineer – IT Operations

Ghassan Aboud Group FZE; Dubai; On-site; AED 78,000 - 134,000; Full time

Job summary

Grandiose seeks a Field Support Engineer in IT Operations to deliver onsite and remote support across stores, offices, warehouses and other locations in the UAE. The role ensures end-user devices and retail tech stay reliable, handling incidents, requests and preventive maintenance.

Key duties include desktop and POS support, Microsoft 365, AD fundamentals, and remote management with ITSM processes. Travel across multiple sites is essential and fuel reimbursement is provided.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems or a related field.
• Minimum 3 years of experience in IT Field Support, Desktop Support or IT Operations.
• Experience supporting multiple business locations and retail environments.
• Familiarity with POS systems, scanners, printers and retail technology is preferred.
• Valid UAE driving license and ability to travel between locations.

Responsibilities

• Provide Level 1 and Level 2 IT support for hardware, software, access and connectivity issues.
• Install, configure, troubleshoot, relocate and replace desktops, laptops, mobile devices, printers and peripherals.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive and Office applications.
• Support employee onboarding, transfers and offboarding activities.
• Restore affected IT services with minimal business disruption.
• Provide support and troubleshooting for POS and SCO systems, mobile devices, barcode scanners and peripherals.
• Perform first-level troubleshooting of LAN, Wi-Fi and network-related issues and coordinate with Infrastructure teams.
• Manage incidents and service requests through the ITSM platform with proper documentation.

Skills

Windows support

Microsoft 365

Active Directory

Desktop support

TCP/IP LAN WiFi

ITSM tools

Asset management

Retail tech

POS systems

Android devices

Barcode scanners

CCTV/NVR

Telephony support

Education

Bachelor's degree in IT

Tools

PowerShell

Intune / Endpoint

Entra ID

Microsoft 365 Fundamentals

ITIL Foundation

Job description

At Grandiose we are looking for a strong Field Support Engineer in IT Operations for the Supermarket division.

Job Purpose

The Field Support Engineer provides onsite and remote IT support across stores, offices, catering operations, warehouses and other business locations. The role is responsible for ensuring the availability, reliability and continuity of end‑user devices, retail technology, workplace systems and IT services. The position serves as the primary field support contact for incident resolution, service requests, troubleshooting, user support, preventive maintenance and operational coordination while maintaining strong ticket management, communication and service delivery standards.

Key Responsibilities

• A End User Workplace Support
  • Provide Level 1 and Level 2 IT support for hardware, software, access and connectivity issues.
  • Install, configure, troubleshoot, relocate and replace desktops, laptops, mobile devices, printers and peripherals.
  • Support Microsoft 365 applications including Outlook, Teams, OneDrive and Office applications.
  • Support employee onboarding, transfers and offboarding activities.
  • Restore affected IT services with minimal business disruption.
• B Store Retail Technology Support
  • Provide support and troubleshooting for POS and Self‑Checkout SCO systemsMobile PDT devices Barcode scanners receipt and label printersWeighing scales and price‑display systemsStore display screens and audio systemsCCTV telephony and access‑control devicesBack‑office computers laptop printers and peripherals.
• C Network Connectivity Support
  • Perform first‑level troubleshooting of LAN Wi‑Fi internet and network‑related issues.
  • Verify network devices cabling power routers switches and wireless infrastructure.
  • Identify affected systems and business impact.
  • Coordinate and elevate issues to Infrastructure and Network teams where required.
• D IT Service Management
  • Manage incidents and service requests through the ITSM platform.
  • Maintain accurate ticket updates, troubleshooting records, actions taken and resolutions.
  • Escalate critical recurring or business‑impacting incidents.
  • Ensure SLA compliance, proper documentation and ticket closure.
• Other Responsibilities
  • Perform preventive maintenance and operational health checks.
  • Support Active Directory and Microsoft 365 user administration.
  • Maintain IT asset inventory and lifecycle records.
  • Coordinate with vendors and internal IT teams.
  • Maintain technical documentation and knowledge articles.
  • Participate in continuous improvement and root‑cause analysis activities.

Daily Operational Expectations

• Review and prioritize assigned tickets and incidents.
• Perform planned store and office visits.
• Complete preventive maintenance activities.
• Resolve and update incidents within agreed timelines.
• Follow up on escalations and vendor actions.
• Maintain accurate ticket updates and documentation.
• Report recurring issues, risks and improvement opportunities.

Required Technical Skills

Core Skills

• Windows 10/11 support and troubleshooting
• Microsoft 365, Outlook, Teams, and OneDrive
• Active Directory and Entra ID fundamentals
• Desktop, laptop, printer and peripheral support
• Basic TCP/IP, LAN and Wi‑Fi troubleshooting
• ITSM and remote support tools
• IT asset management
• Retail Technology
• POS and SCO systems
• Android devices and handheld terminals
• Barcode scanners and printers
• CCTV/NVR and telephony support

Preferred Skills

• Microsoft Intune / Endpoint Management
• PowerShell scripting
• Retail technology support experience

Behavioral Competencies

• Ownership and accountability
• Customer focus
• Problem‑solving skills
• Effective communication
• Ability to prioritize and work independently
• Teamwork and collaboration
• Good documentation practices

Education & Experience

Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems or a related field.

Experience

• Minimum 3 years of experience in IT Field Support, Desktop Support or IT Operations.
• Experience supporting multiple business locations and retail environments.
• Familiarity with POS systems, scanners, printers, mobile devices and retail technology is preferred.

Additional Requirements

• Valid UAE driving license is mandatory.
• Candidate must own or have regular access to a car for travel between stores, offices, warehouses and business locations.
• Frequent travel across locations is an essential requirement of the role.
• The company will provide fuel allowance/reimbursement as per company policy.

Preferred Certifications

• ITIL Foundation
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals

Key Performance Indicators (KPIs)

• Incident resolution and SLA achievement
• User satisfaction
• Ticket quality and documentation compliance
• Asset inventory accuracy
• Preventive maintenance completion
• Reduction of recurring incidents

Key Role Principle

The Field Support Engineer is responsible for maintaining operational continuity, ensuring technology reliability, proactively identifying issues, and delivering high‑quality IT support across the business through strong ownership, responsiveness and service excellence.