Technology Support Specialist (Help Desk L1)

Remotedxb; Dubai; On-site; AED 89,000 - 156,000; Full time

Job summary

Remotedxb in Dubai seeks a dedicated Technical Support professional to handle retail technology issues and user enablement. You will triage tickets, resolve Tier I incidents, and collaborate on onboarding and access controls for SaaS tools used across the business.

The role requires solid troubleshooting skills, familiarity with Shopify and POS systems, and the ability to coordinate with service providers to minimize downtime.

Qualifications

• Minimum 1 year of experience in technical support or a related field.
• Strong understanding of retail operations and technology.
• Excellent troubleshooting and problem-solving skills.
• Proficient in Google Workspace and Microsoft Office Suite.
• Experience with Shopify, Mobile device management, and POS systems is a plus.

Responsibilities

• Receive, screen, and assign tickets to appropriate tiers based on complexity
• Resolve Tier I IT tickets using internal knowledge base and SOPs
• Troubleshoot issues with Shopify, Shopify POS, Zebra printers, card readers, and mobile OS (iOS, macOS, iPadOS)
• Manage onboarding and offboarding for retail staff across various SaaS applications
• Monitor internet and security camera outages and coordinate with ISPs
• Conduct weekly employee access audits for SaaS applications and alarms
• Analyze ticket trends to build self-solving resolutions and training

Skills

Retail operations

Troubleshooting

Problem-solving

Google Workspace

Microsoft Office

Shopify

POS systems

Mobile device management

Tools

Shopify

POS systems

Mobile device management

Google Workspace

Microsoft Office

Job description

Responsibilities

• Receive, screen, and assign tickets to appropriate tiers based on complexity
• Resolve Tier I IT tickets using internal knowledge base and SOPs
• Troubleshoot issues with Shopify, Shopify POS, Zebra printers, card readers, and mobile OS (iOS, macOS, iPadOS)
• Manage onboarding and offboarding for retail staff across various SaaS applications
• Monitor internet and security camera outages and coordinate with ISPs
• Conduct weekly employee access audits for SaaS applications and alarms
• Analyze ticket trends to build self-solving resolutions and training

Requirements

• Minimum 1 year of experience in technical support or a related field
• Strong understanding of retail operations and technology
• Excellent troubleshooting and problem-solving skills
• Proficient in Google Workspace and Microsoft Office Suite
• Experience with Shopify, Mobile device management, and POS systems is a plus