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

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

Incident and Service Request Management

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

Warehouse Operations Support

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

Documentation and User Training

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

Proactive Maintenance and Improvement

1. Perform health checks on datacenter facilities and IT infrastructure.
2. Suggest improvements to processes and technologies to enhance efficiency.
3. 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:

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

Certifications (Preferred):

• MCSE, ITIL Foundation, or CCNA.

Working Conditions:

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

Key Performance Indicators (KPIs):

1. Incident resolution time and SLA adherence.
2. Uptime of critical warehouse IT systems.
3. Feedback scores from end users.
4. Reduction in recurring IT issues.