Field Support Engineer – IT Operations

At Grandiose we are looking for Field Support Engineer (IT Operations) for Supermarket division 1. Job Purpose The Field Support Engineer provides onsite and remote IT support across stores, offices, catering operations, warehouses, and other business locations. The role is responsible for ensuring the availability, reliability, and continuity of end-user devices, retail technology, workplace systems, and IT services. The position serves as the primary field support contact for incident resolution, service requests, troubleshooting, user support, preventive maintenance, and operational coordination while maintaining strong ticket management, communication, and service delivery standards. 2. Key Responsibilities A. End User & Workplace Support • Provide Level 1 and Level 2 IT support for hardware, software, access, and connectivity issues. • Install, configure, troubleshoot, relocate, and replace desktops, laptops, mobile devices, printers, and peripherals. • Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications. • Support employee onboarding, transfers, and offboarding activities. • Restore affected IT services with minimal business disruption. B. Store & Retail Technology Support Provide support and troubleshooting for: • POS and Self-Checkout (SCO) systems • Mobile/PDT devices, Barcode scanners, receipt and label printers • Weighing scales and price-display systems • Store display screens and audio systems • CCTV, telephony, and access-control devices • Back-office computers, laptop, printers and peripherals C. Network & Connectivity Support • Perform first-level troubleshooting of LAN, Wi-Fi, internet, and network-related issues. • Verify network devices, cabling, power, routers, switches, and wireless infrastructure. • Identify affected systems and business impact. • Coordinate and escalate issues to Infrastructure and Network teams where required. D. IT Service Management • Manage incidents and service requests through the ITSM platform. • Maintain accurate ticket updates, troubleshooting records, actions taken, and resolutions. • Escalate critical, recurring, or business-impacting incidents. • Ensure SLA compliance, proper documentation, and ticket closure. Other Responsibilities • Perform preventive maintenance and operational health checks. • Support Active Directory and Microsoft 365 user administration. • Maintain IT asset inventory and lifecycle records. • Coordinate with vendors and internal IT teams. • Maintain technical documentation and knowledge articles. • Participate in continuous improvement and root-cause analysis activities. 3. Daily Operational Expectations The Field Support Engineer is expected to: • Review and prioritize assigned tickets and incidents. • Perform planned store and office visits. • Complete preventive maintenance activities. • Resolve and update incidents within agreed timelines. • Follow up on escalations and vendor actions. • Maintain accurate ticket updates and documentation. • Report recurring issues, risks, and improvement opportunities. 4. Required Technical Skills Core Skills • Windows 10/11 support and troubleshooting • Microsoft 365, Outlook, Teams, and OneDrive • Active Directory and Entra ID fundamentals • Desktop, laptop, printer, and peripheral support • Basic TCP/IP, LAN, and Wi-Fi troubleshooting • ITSM and remote support tools • IT asset management Retail Technology • POS and SCO systems • Android devices and handheld terminals • Barcode scanners and printers • CCTV/NVR and telephony support Preferred Skills • Microsoft Intune / Endpoint Management • PowerShell scripting • Retail technology support experience 5. Behavioral Competencies • Ownership and accountability • Customer focus • Problem-solving skills • Effective communication • Ability to prioritize and work independently • Teamwork and collaboration • Good documentation practices 6. Education & Experience Education • Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field. Experience • Minimum 3 years of experience in IT Field Support, Desktop Support, or IT Operations. • Experience supporting multiple business locations and retail environments. • Familiarity with POS systems, scanners, printers, mobile devices, and retail technology is preferred. Additional Requirements • Valid UAE driving license is mandatory. • Candidate must own or have regular access to a car for travel between stores, offices, warehouses, and business locations. • Frequent travel across locations is an essential requirement of the role. • The company will provide fuel allowance/reimbursement as per company policy. 7. Preferred Certifications • ITIL Foundation • CompTIA A+ • CompTIA Network+ • Microsoft 365 Fundamentals 8. Key Performance Indicators (KPIs) • Incident resolution and SLA achievement • User satisfaction • Ticket quality and documentation compliance • Asset inventory accuracy • Preventive maintenance completion • Reduction of recurring incidents Key Role Principle The Field Support Engineer is responsible for maintaining operational continuity, ensuring technology reliability, proactively identifying issues, and delivering high-quality IT support across the business through strong ownership, responsiveness, and service excellence.