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.
- 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.
- 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.
- 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.
- 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.
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.
- 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.
- 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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What We Do
Founded in 1973 in Bahrain, Landmark Group has grown to become one of the largest and most successful omnichannel retail and hospitality conglomerates, with presence across 17 countries in the Middle East, Africa, India and Southeast Asia. Based in the UAE since 1990, the Group owns and operates 21 established homegrown and 4 franchise brands across an extensive network of more than 2,200 outlets, encompassing a gross leasable area of 30 million square feet.
Landmark Group's success is driven by its diverse portfolio of established brands, across multiple retail categories, offering a comprehensive range of products across fashion, home, groceries and electronics. These include Centrepoint, Max Fashion, Home Centre, Babyshop, Splash, Shoemart, Lifestyle, Viva, Emax, Home Box, Styli, Shoexpress, Spar and Easybuy.
Beyond retail, Landmark Group has diversified into the leisure, fitness and hospitality sectors with brands like Fitness First, Citymax, Fun City, Fun Ville, Zafran and Carluccio’s. The Group boasts unparalleled logistics capabilities, owning the MENA region's largest privately-owned distribution hub - Omega Logistics and Logistiq, which offers state-of-the-art third-party logistics services.
Landmark Group places a strong emphasis on delivering exceptional value and achieving customer satisfaction throughout its comprehensive product range. Across its loyalty programmes, the Group enjoys a loyal customer base with more than 35 million active users.
The company has a dedicated workforce of more than 53,000 employees and continues to be certified as a Great Place to Work (GPTW) since 2017.
