Technical Support Engineer

Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

What you'll be doing:

As a Technical Support Engineer, your primary role will be to deliver top-notch technical support and ensure the smooth operation of the organization’s IT infrastructure. You will be responsible for installing and configuring IT equipment, managing key applications, and resolving technical issues promptly. This role also involves collaborating with end-users to understand their IT needs, managing service tickets, and coordinating with vendors to uphold service-level agreements. Your expertise in handling devices like handheld scanners, printers, and enterprise applications like MDM, Bartender, and Office 365 will play a vital role in supporting and enhancing IT operations.

Job Description:

IT Infrastructure Support:
- Install, configure, and maintain computer hardware, operating systems (Windows, Mac OS, Android, iOS), and applications in alignment with company IT policies.
- Install and configure various devices, including handheld devices, label printers, barcode readers, laser printers, and mobile printers.
- Monitor and maintain IT assets, ensuring accurate tagging and tracking in the ITSM tool.

Help Desk Operations:
- Serve as the first point of contact for IT-related issues and provide timely solutions within defined SLAs.
- Effectively manage and prioritize service tickets using a ticketing system while maintaining clear communication with users.

Application and Device Management:
- Manage and support Mobile Device Management (MDM) platforms, Bartender software, and Office 365 applications.
- Ensure seamless integration and functionality of all IT applications and devices.

End-User Support:
- Collaborate with users to understand IT requirements and provide appropriate solutions.
- Offer guidance, training, and support to enhance the user experience.

Vendor and Service Coordination:
- Coordinate with vendors to ensure adherence to service-level agreements, standards, and AMCs.
- Monitor vendor work and ensure timely delivery of services and issue resolutions.

Functional/Technical Competencies:

- Strong technical expertise in configuring and managing IT hardware, software, and peripherals.
- Experience with MDM platforms, Bartender, Office 365, and other enterprise IT applications.
- Familiarity with ITSM tools and service ticketing systems.
- Excellent troubleshooting, problem-solving, and communication skills.