End User Support Specialist

Job Description

Role Overview:

This position requires hands-on experience in troubleshooting hardware and software issues, excellent customer service skills, and the ability to work in a high-pressure environment.

Key Responsibilities:

• Provide Level 1/2 support for IT hardware and software issues, including desktops, laptops, and handheld devices (PDTs)
• Troubleshoot and resolve issues with wireless access points, barcode scanners, and printers in the warehouse
• Support the installation, configuration, and maintenance of Windows-based operating systems and applications
• Monitor and maintain connectivity in key areas, such as automated and manual zones within the warehouse

• Log and track incidents and service requests in a ticketing system
• Ensure timely resolution of issues in alignment with SLAs
• Perform root cause analysis for recurring incidents and recommend solutions to reduce downtime

• Coordinate with vendors for hardware repairs and replacements
• Collaborate with warehouse teams to support operational needs and ensure IT readiness during peak hours
• Address signal issues in critical areas like the Automated areas and implement solutions

• Maintain accurate records of IT assets and support activities
• Create and update knowledge base articles for recurring issues
• Provide training to warehouse staff on the use of IT devices and applications

• Perform health checks on datacenter facilities and IT infrastructure
• Suggest improvements to processes and technologies to enhance efficiency
• Participate in audits and ensure compliance with organizational policies

Qualifications and Experience:

Education:

• Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field

Experience:

• 47 years of experience in end-user support or IT infrastructure roles, preferably in a logistics or warehouse environment
• Hands-on experience with:
• Windows Server 2012/2016 and Active Directory
• Handheld devices (e.g., PDTs) and wireless networks
• Enterprise printers and scanners
• Ticketing systems (e.g., ServiceNow)

Skills:

• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Familiarity with ITIL processes
• Basic knowledge of network infrastructure, including Cisco switches and access points

Certifications (Preferred):

• MCSE, ITIL Foundation, or CCNA

Working Conditions:

• Onsite presence at the Mega DC Warehouse in Jebel Ali is mandatory
• Must be available for a 24/7 support environment, including shift rotations and weekends

Key Performance Indicators (KPIs):

• Incident resolution time and SLA adherence
• Uptime of critical warehouse IT systems
• Feedback scores from end users
• Reduction in recurring IT issues

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