IT Operations Support Specialist

Act as the first level of IT technical support to Nahdi users in UAE Warehouse, Office, and Pharmacies regarding the hardware, software and inftrastructure to facilitate Nahdi s operations, maintain all the hardware devices and the software, and ensure standardization.

Accountabilities:

Hardware & Software Issues/Requests:

• Receive Nahdi users software and hardware issues/requests through e-mail, system alerts etc to solve the issue directly within the agreed Service Level Agreement (SLA) or reassign to the concerned IT team.
• Update the receiving form to Nahdi users of the new hardware received on the IT Asset Management System to ensure proper asset management.
• Receive job tickets from helpdesk and solve the problems (Remotely or by attending the store) within the time mentioned in the SLA.
• Prepare new POS units and install all standard software s (Oracle Retail program, antivirus, Open Office, etc .) for delivery to stores.
• Escalate and Report un-resolved issues to the POS Supervisor until resolved.
• Execute preventive maintenance & plans (Security Policies, New Projects & Tasks) in accordance with POS Supervisor.
• Install and maintain POS printers and accessories.
• Conducting regular visits as a preventive action.
  

New Hires:

• Execute the tickets -received from the supervisor- of the new hires through the creation of e-mail user, windows installation, the approved required applications, access on the business domain .etc to ensure providing the IT services as per the job profile.

Hardware & Software:

• Ensure the maintenance of Nahdi hardware though the review of the warranty (expiry date and specifications) the preparation of the receiving form to be signed by the vendor- and the communication with the contracted vendors to ensure on-time maintenance.
• Maintain the IT support asset inventory through the check of the hardware per the monthly periodic maintenance plan, receiving the new hardware devices and preparation of the hardware for the usage to meet the business requirements.
• Maintain the users software and applications (such as antivirus, Microsoft Office etc.) through ensuring the timely update per the monthly periodic maintenance plan to prevent software conflict with old versions and upgrades and to ensure compatibility with the business use.

Infrastructure:

• Manages network & communication issues of the data center Operations

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  Troubleshoot network problems when occurred and prepare incident reports
• Implement approved network security policies and procedures
• Monitor network for any un-usual activity

Trends & Technologies:

• Keep up-to-date with new trends and technologies in IT field

Work Environment:

• Indoors : 100%
• Working Days : 5 Working Days
• Days off : 2 Days Off
• Working Hours : 8:00 AM 6:00 PM (1 hour break) (on call)