Job role insights

  • Date posted

    September 26, 2025

  • Hiring location

    Dubai UAE

  • Career level

    Middle

  • Qualification

    Bachelor Degree

  • Experience

    4 - 6 Years

Description

Job Description: End User Support Specialist – Mega DC Warehouse (UAE)Position Title: End User Support Specialist

Location: Mega DC Warehouse, Jebel Ali, UAE

Department: IT Support

Reports To: IT Manager

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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114 days left to apply

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