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End User Support Specialist
Job role insights
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Date posted
September 26, 2025
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Hiring location
Dubai UAE
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Career level
Middle
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Qualification
Bachelor Degree
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Experience
4 - 6 Years
Description
Role Overview: 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
- Feedback scores from end users
- Reduction in recurring IT issues
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Country
United Arab Emirates
Region
Dubai
Locality
Dubai
Company
Landmark Group
Valid Through
2025-11-26
select-type
Full Time
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