Support Engineer - Retail POS

GMG Gulf; Dubai; On-site; AED 133,920 - 200,880; Full time

Job summary

GMG Gulf is hiring a Support Engineer for Retail POS in Dubai. The role focuses on supporting POS applications, incident management, and ensuring system reliability across a multi-brand retail environment.

Located in Dubai, the position requires a Bachelor's degree in IT or related fields and at least 4 years of relevant experience. Candidates must be adept at troubleshooting POS systems and coordinating technical resolutions with various stakeholders.

The estimated salary ranges from 12,000 to 18,000 AED based on the market.

Qualifications

• Minimum 4 years of IT support experience focused on POS systems and retail applications.
• Practical experience with Point of Sale applications in retail or multi-store environments.
• Knowledge of incident management tools and retail application implementation.

Responsibilities

• Manage incidents related to POS systems, ensuring issues are handled within SLAs.
• Troubleshoot POS application issues and coordinate with business teams for resolutions.
• Support POS application implementation and manage user acceptance testing.

Skills

POS systems support

Incident management

Retail application support

POS implementation

Technical troubleshooting

Education

Bachelor's Degree in Information Technology, Computer Science, or related field

Tools

ManageEngine

Job description

Job Snapshot

Role: Support Engineer - Retail POS Location: Dubai, United Arab Emirates Industry: Retail Function: Information Technology Experience: Minimum 4 years in IT support with POS systems and retail application support experience Job Type: Full-time

Overview

Support Engineer - Retail POS in Dubai, United Arab Emirates is a Retail technology hiring opportunity focused on POS application support, incident management, SLA-driven issue resolution, SIT and UAT coordination, and retail systems stability. This role supports business users, store operations, IT teams, and external vendors by ensuring Point of Sale systems and related retail applications operate reliably across a fast-moving multi-brand retail environment.

Job Details

Country: United Arab Emirates City: Dubai Industry: Retail Function: Information Technology Salary: 12,000-18,000 AED. (Estimated salary range based on similar jobs in the city; please confirm the final offer with the employer.) Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context

The Support Engineer - Retail POS plays a key role in maintaining store technology continuity by managing retail application incidents, coordinating technical fixes, supporting POS implementation and migration activities, and validating system changes before deployment. The role helps reduce store disruption, protect sales operations, improve issue turnaround time, and strengthen user confidence in retail systems. By working closely with business users, IT vendors, support teams, and application owners, the position ensures technical issues are logged, tracked, resolved, tested, and documented with strong operational discipline.

Key Responsibilities

• Manage incidents related to POS systems and retail applications, ensuring issues are handled within agreed service level agreements.


• Monitor the full incident lifecycle from logging and prioritization through investigation, escalation, resolution, validation, and closure.


• Troubleshoot POS application issues, configuration errors, user access concerns, transaction problems, system behavior gaps, and application performance issues.


• Coordinate with store users, business teams, IT vendors, and internal technology teams to resolve technical incidents quickly and accurately.


• Support POS application implementation, migration, rollout, stabilization, and post-deployment support activities.


• Manage and coordinate System Integration Testing for retail applications to confirm system readiness before release.


• Oversee User Acceptance Testing with business users, ensuring test scenarios, results, defects, and approvals are properly managed.


• Validate fixes, enhancements, patches, integrations, and configuration updates before production deployment.


• Track recurring POS issues, identify root causes, and recommend practical improvements to reduce repeat incidents.


• Use incident management tools such as ManageEngine or similar platforms to record, monitor, update, and report support tickets.


• Maintain accurate documentation of incidents, resolutions, testing activities, known errors, support steps, and vendor updates.


• Ensure technical documentation remains accessible, current, and useful for support teams and future troubleshooting.


• Work with business users to understand operational impact, capture requirements, clarify issues, and confirm resolution acceptance.


• Coordinate with IT vendors to ensure timely response, clear ownership, proper escalation, and effective technical closure.


• Support retail technology reliability across fashion, apparel, pharmacy, and multi-brand store environments.


• Prepare incident summaries, SLA status updates, test progress reports, and issue logs for management review.


• Follow technology support processes, change controls, release procedures, and documentation standards.


• Contribute to smoother store operations by ensuring POS issues are resolved with minimal disruption to sales and customer service.

Ideal Profile

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


• Minimum 4 years of IT support experience with a strong focus on POS systems and retail applications.


• Practical experience supporting Point of Sale applications in retail, fashion and apparel, pharmacy, or multi-store environments.


• Demonstrated experience managing retail technology incidents, SLA follow‑up, issue escalation, and technical resolution.


• Experience coordinating SIT and UAT processes for retail systems, application changes, migrations, or new deployments.


• Strong knowledge of POS setup, configuration, troubleshooting, user support, application behavior, and store system dependencies.


• Familiarity with incident management tools such as ManageEngine or similar ticketing platforms.


• Experience working with business users, IT vendors, store teams, and technical support teams to resolve issues efficiently.


• Understanding of retail application implementation, POS migration, system testing, and release support processes.


• Knowledge of Microsoft Dynamics 365 fundamentals or ERP concepts is an advantage.


• Strong coordination skills with the ability to keep stakeholders aligned during incidents, testing cycles, and vendor follow‑ups.


• Detail‑focused approach to documentation, ticket updates, issue logs, test results, and resolution records.


• Results‑oriented mindset with strong teamwork, communication, and problem‑solving capability.


• Comfortable supporting business‑critical systems in a fast‑paced Retail environment where system availability directly affects store performance.

Skills Set

• POS systems support


• Retail application support


• Point of Sale troubleshooting


• POS implementation


• POS migration


• Incident management


• SLA management


• ManageEngine


• System Integration Testing


• User Acceptance Testing


• Test coordination


• Defect tracking


• Issue resolution


• Vendor coordination


• Business user support


• Store technology support


• Retail systems configuration


• Application documentation


• Technical troubleshooting


• Root cause analysis


• Retail IT operations


• Fashion retail systems


• Pharmacy retail systems


• ERP fundamentals


• Microsoft Dynamics 365 fundamentals


• Release support


• Application deployment support


• Ticket management


• Service desk coordination


• Stakeholder communication