IT Support Engineer (Warehouse & Factory)

Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

What you'll be doing:

As a Support Engineer, you will play a critical role in ensuring the smooth operation of IT systems and infrastructure. Your responsibilities will include providing technical support to users, managing IT hardware and software, and supporting enterprise applications such as MDM, SAP, Office 365, RoutePro, and warehouse systems. You will assist in rolling out new projects and applications while adhering to company's Standard Operating Procedures (SOPs). Additionally, you will oversee IT procurement processes, monitor system performance (including VMs, SafeQ servers, MDFs, and IDFs), and coordinate with vendors to maintain service quality. This role requires a proactive approach to problem-solving, strong technical expertise, and a customer-first mindset to ensure seamless IT operations.

Job Description:

IT Infrastructure Support:

• Install, configure, and maintain computer hardware, operating systems (Windows, Mac OS, Android, iOS), and applications as per company IT policies.
• Install and configure devices such as handheld scanners, label printers, barcode readers, laser printers, and mobile printers.
• Monitor and maintain IT assets, tagging them accurately in the ITSM tool.

Help Desk Operations:

• Act as the first point of contact for IT-related issues, providing timely resolutions within defined SLAs.
• Manage and prioritize service tickets through the ticketing system, ensuring clear communication with users and stakeholders.

Application and System Management:

• Support and maintain enterprise applications such as MDM, SFA, RoutePro, Kofax, Bartender, Office 365, and SAP.
• Provide support for warehouse and logistics applications, including interfaces like PTL, WAMAS, and conveyor systems.
• Manage SafeQ servers and oversee VMs, local servers, MDFs, and IDFs for optimal performance.

Project and Rollout Support

• Assist in the roll-out of new applications and IT projects, ensuring alignment with company's Standard Operating Procedures (SOPs).
• Collaborate with cross-functional teams to implement IT solutions that meet organizational needs.

Procurement and Vendor Coordination

• Create purchase requests and follow procurement processes in adherence to company policies.
• Coordinate with vendors to ensure services are delivered as per agreements and organizational standards.

Monitoring and Maintenance:

• Regularly monitor and manage IT systems to ensure optimal performance and availability.
• Perform preventive maintenance to mitigate potential system downtime or disruptions.

Technical/Functional Competencies:

Proficiency in managing IT applications such as MDM, SAP, Office 365, and warehouse systems.

• Strong technical expertise in configuring and troubleshooting IT hardware and software.
• Familiarity with ITSM tools, SafeQ servers, and managing VMs, MDFs, and IDFs.
• Excellent problem-solving and communication skills with a customer-first mindset.
• Experience in a ticket driven environment
• Knowledge in networking and virtualization

Educational Qualification:

Bachelor’s degree or Diploma in Information Technology, Computer Science, or a related field.

Experience:**
3-5 years of experience in help desk or IT support roles

Why Join GMG?

At GMG, we're dedicated to nurturing a vibrant, inclusive, and engaging work environment that promotes growth, innovation, and well-being. Join us in our mission to inspire victories that make the world better – for our team, our consumers, and our communities.

If you're seeking a challenging role where you can make a significant impact, we'd love to hear from you. Apply today to become a part of our journey.

What we offer?

• An opportunity to become part of diverse teams with international exposure

• Comprehensive medical insurance for self

• Residency sponsorship and flight allowances for self

• Up to 30% discount in our premium retail sports brand stores

• Up to 20% discount in our pharmacy chain