IT Retail Support Executive

Job Description

The candidate needs to have a UAE driving license. The role will be support with IT issues across all retail stores so the person should be comfortable with driving.

Key Responsibilities

• Build, install, configure, analyze, diagnose, and troubleshoot Windows OS & fundamental technical issues.
• Manage the installations, maintenance, and troubleshooting of IT hardware like PC, POS, Printers etc .
• Support and trouble shoot Barcode printers.
• Ensure Retail workflow and processes in day-to-day IT operations are smooth.
• Handling all kinds of L1 / L2 support of CCTV infrastructure.
• Video conference system support, Digital signage, Teams etc.
• Handle L1 / L2 support on networking devices like switches, Modems, Firewalls, etc.
• Support Microsoft Office Apps for end-user support
• Patch Management of end point devices
• Need to handle all Level -1 and 2 support for all IT-related issues in Retail support.
• Research, identify and provide solutions to software, hardware, and network related issues
• Respond to client support requests.
• Provide timely and accurate end-user feedback.
• Follow up with clients to ensure the problem is resolved
• Manage multiple cases at one time.
• Test and evaluate new retail technologies.
• Track computer system issues through to resolution, within agreed time limits
• Guide users through a series of actions, either via phone, email, or chat, until the technical issue is resolved.
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Track Asset Movements and capture in Asset system
• Ensure security of the Retail infrastructure.
• Document and follow processes and procedures.
• Collaborating with the team on future direction and opportunities for new technology

Qualifications and Experience

GOOD TO HAVE SKILL SETS

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