Information Technology Support Analyst

Patchi; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A retail company is seeking an IT Support Analyst to provide technical support across its operations in Dubai. The chosen candidate will manage and resolve IT issues, ensuring system reliability and minimal downtime. They should have 2-3 years of IT support experience, preferably within retail or manufacturing environments, alongside a Bachelor's degree in IT or related fields. This role may require a UAE driving license and involves providing after-hours support for urgent incidents.

Qualifications

• 2 to 3 years of experience in IT Support.
• Background in Retail and/or Manufacturing environments preferred.
• UAE driving license preferred.

Responsibilities

• Provide 1st line technical support for all users across environments.
• Troubleshoot issues related to hardware, software, and network connectivity.
• Monitor and maintain daily IT operations for stability.

Skills

Technical support

Problem-solving

Network troubleshooting

Office 365

Education

Bachelor’s degree in IT, Computer Science, or Computer Engineering

Job description

We are seeking a skilled and proactive IT Support Analyst to provide reliable technical support across our retail stores, boutiques, factory operations, and head office. This role ensures all systems, hardware, and networks operate smoothly, enabling our teams to perform at their best.

If you have strong technical foundations, thrive in fast-paced environments, and enjoy hands-on problem-solving, this role is an excellent fit.

Key Responsibilities

• Provide 1st line technical support for all users across retail, boutiques, factory, and office environments.
• Troubleshoot and resolve issues related to hardware, software, POS systems, network connectivity, servers, printers, audio/video systems, and end-user devices.
• Monitor and maintain daily IT operations, ensuring stability and minimal downtime across all locations.
• Configure and support Office 365 endpoint security and user access management.
• Conduct network troubleshooting, including switches, access points, firewalls, and structured cabling across multi-site operations.
• Escalate complex issues to higher-level support while ensuring full case documentation and timely follow-up.
• Maintain accurate IT asset inventory, track hardware lifecycle, and oversee equipment distribution for all stations.
• Enhance and standardize IT documentation, user guides, onboarding materials, and process checklists.
• Ensure compliance with IT policies, cybersecurity standards, and internal controls.
• Perform preventive maintenance to reduce recurring issues and improve system reliability.
• Assist in new store openings, refurbishments, and factory infrastructure enhancements by preparing IT setups.
• Collaborate with departments and external vendors to ensure efficient resolution of incidents and service requests.
• Provide after-hours support for urgent incidents when required to minimize business disruption.

Requirements

• 2 to 3 years of experience in IT Support.
• Background in Retail and/or Manufacturing environments preferred.
• Bachelor’s degree in IT, Computer Science, or Computer Engineering.
• UAE driving license preferred.
• Ability to work shifts and support urgent incidents as needed.