End User Support Specialist

Sales
United Arab Emirates
November 15, 2025
Full Time

Job Overview

Job Description

411_2631674

The End User Support Specialist is responsible for ensuring seamless IT support for the Mega DC Warehouse’s daily operations. The role includes managing warehouse-specific devices (e.g., PDTs, printers, scanners), maintaining IT infrastructure, and ensuring the uptime of critical systems. 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:

Technical Support and Troubleshooting

  • 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.

Incident and Service Request Management

  • 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.

Warehouse Operations Support

  • 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.

Documentation and User Training

  • 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.

Proactive Maintenance and Improvement

  • 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:

  • 4–7 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.

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2025-11-11 12:53:20

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