Engineer - Retail Technical Support

Key Accountabilities
- Provide onsite and remote technical support services to all EITC users, who are geographically dispersed.
- Install, maintain, and troubleshoot desktop hardware and software, including computers, laptops, printers, network devices, and POS peripherals.
- Safeguard the IT Desktop Infrastructure environment and ensure that all policies, procedures, and standards are followed.
- Support and contribute to company projects as required, ensuring accuracy, completeness, and timely work.
- Prepare and maintain documentation and technical reports, and provide follow-up as needed.
- Ensure a clear understanding of issues to enable quick first-line problem-solving or escalation to the appropriate area and expertise level.
- Maintain accurate and comprehensive logging records of all problem calls for statistical analysis.
- Follow up on the escalation process to ensure that service standards in terms of quality and response times are met or exceeded.
- Develop and maintain a deep technical understanding of all hardware and software applications used across the EITC business environment to provide effective troubleshooting support.
- Collaborate with other technical support specialists and team members to ensure optimal performance, security, and availability of the desktop network environment.
- Provide technical advice, support, and assistance as part of the technical support operation.
- Determine the best solution, apply it accordingly, and guide customers through the problem-solving process
- Take accountability and strive for outstanding performance in coordination with all team members.
Qualifications, experience and skills
Qualifications:
- Associate's degree or Diploma in Computer Science, Information Systems, or any related field.
- A+, MCSE, or other technical certifications; ITIL preferred.
Experience:
- Minimum five years of experience providing desktop technical support in a Windows and multi-platform networking environment.
- Minimum five years of experience maintaining and supporting a geographically dispersed desktop environment within large-scale wide and local area networks.
- Minimum five years of experience configuring and installing desktop network systems and devices.
- UAE driving license with own car
Skills
- Solid skills and experience working, supporting, and troubleshooting desktop network Environments.
- Fully capable of assisting others in a variety of information technology systems topics and in all levels of desktop technical support environment.