IT Support Engineer – Retail Users

MBA/PG Diploma in Business Mgmt(Information Technology)

Nationality

Any Nationality

Any

Vacancy

1 Vacancy

Job Description

Job Summary:

The IT Support Engineer – Retail Users is responsible for providing technical support to users at retail sites. The role includes troubleshooting and resolving hardware, software, and application-related issues, including Microsoft Navision, RFID systems, and other retail-specific technologies. The engineer will also coordinate with vendors for maintenance and issue resolution. This role requires strong expertise in Windows OS, IT service management, and retail IT systems.

Key Responsibilities:

• Provide onsite and remote IT support for retail site users.
• Troubleshoot and resolve hardware and software issues, including POS systems, desktops, laptops, and printers.
• Support the Microsoft Navision application and resolve related user issues.
• Assist in RFID system troubleshooting and support.
• Manage the ticketing system to log and track support requests efficiently.
• Ensure minimal downtime by coordinating with vendors for hardware and software maintenance.
• Perform installation, configuration, and maintenance of Windows-based systems and applications.
• Assist in user account management, including password resets and access provisioning.
• Collaborate with the network team to troubleshoot connectivity issues at retail sites.
• Document incidents, troubleshooting steps, and resolutions for knowledge base improvement.
• Provide end-user training on IT best practices and retail-specific applications.
• Adhere to ITIL best practices for incident, change, and problem management.
• Travel to retail sites as required to provide hands-on support and ensure smooth IT operations.
• Report to the Manager – Network & Support and provide regular updates on IT support activities.

Desired Candidate Profile

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

Technical Skills & Experience:

• 3+ years of experience in IT support, preferably in a retail environment.
• Strong knowledge of Windows OS (Windows 10 & 11) troubleshooting and administration.
• Experience with Microsoft Navision ERP or similar retail/point-of-sale applications.
• Hands-on experience with hardware troubleshooting (POS systems, desktops, laptops, printers, RFID devices, and peripherals).
• Good understanding of Microsoft 365 applications and administration.
• Experience with ticketing systems for IT service management.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Experience in coordinating with vendors for IT support and maintenance.

Certifications (Preferred):

• Microsoft Certifications (MCP, MCSA, or Microsoft 365 Certified: Modern Desktop Administrator Associate).
• CompTIA A+ or CompTIA Network+.
• ITIL Foundation Certification (Preferred).

Soft Skills:

• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work in shifts and provide on-call support when required.
• Good time management and the ability to prioritize tasks effectively.
• Ability to work independently and in a fast-paced retail environment.

Additional Requirements:

• Valid UAE Driving License (Mandatory).

Working Conditions:

• Shift-based work may be required to ensure IT support availability.
• Frequent travel to retail sites for support and maintenance.

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