Information Technology Support Analyst

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

Job summary

A leading retail company in Dubai is looking for a skilled IT Support Analyst to provide comprehensive technical support across various locations including retail stores, factory operations, and the head office. The ideal candidate must have 2 to 3 years of IT support experience, preferably in retail or manufacturing environments, and a degree in IT or a related field. Responsibilities include troubleshooting hardware and software issues, monitoring IT operations, and maintaining accurate asset inventories. This role also requires shift work and potential after-hours support.

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 users across various environments.
• Troubleshoot hardware, software, and network issues.
• Monitor and maintain daily IT operations.
• Configure Office 365 endpoint security.
• Conduct network troubleshooting across multi-site operations.
• Maintain IT asset inventory and oversee equipment distribution.
• Ensure compliance with IT policies and cybersecurity standards.

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