Information Technology Operations Engineer

Job Title:

IT Operations Engineer Officer

Department: Technology

Job Purpose

The IT Operations Engineer Officer supports day-to-day IT operations to ensure smooth, secure, and reliable technology services across Floward offices. This role assists in troubleshooting technical issues, monitoring systems, following IT processes, and supporting employees with IT needs. The role works closely with the IT Operations team, Security, and Engineering to ensure efficient service delivery and adherence to IT standards.

Key Responsibilities

1. IT Support & Service Delivery

• Provide first-level technical support for hardware, software, network, and system issues.
• Respond to service desk tickets and escalate cases when needed.
• Support incident resolution and follow ITIL-aligned processes (incident, request, change).

2. Operational Excellence

• Assist in following IT SOPs related to support, devices, access management, and physical security (biometrics, CCTV).
• Ensure proper documentation of support activities and device inventory.
• Support onboarding/offboarding IT tasks (laptop setup, access provisioning, email creation).

3. Infrastructure & Systems Support

• Assist in monitoring servers, networks, and endpoints using IT monitoring tools.
• Support periodic maintenance tasks such as updates, patching, and system checks.
• Follow standard configurations and policies for endpoints and basic network components.

4. Asset & Access Management

• Support asset lifecycle tasks such as tagging, tracking, handover, and disposal as per policy.
• Assist in managing user access, permissions, and compliance with security standards.
• Help maintain up-to-date inventory of IT hardware and software.

5. Compliance & Documentation

• Follow information security guidelines and IT compliance controls.
• Maintain accurate documentation for tickets, incidents, device history, and support procedures.
• Ensure all IT practices comply with audit and security requirements

6. Learning & Capability Development

• Participate in training programs to enhance technical skills.
• Stay updated on IT tools, systems, and best practices.
• Work collaboratively with team members to grow technical knowledge and operational efficiency.

Qualifications & Experience

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL Foundation or basic IT certifications (CompTIA A+, Network+, etc.) are a plus.

Experience:

• 1-2 years of experience in IT support or IT operations.
• Basic understanding of IT service management, networking, and systems support.
• Fluency in Arabic and English

Technical Skills:

• Basic knowledge of:
• ITSM/service desk tools
• Windows & macOS systems
• Networking fundamentals
• Endpoint security tools
• Ability to troubleshoot laptops, printers, network issues, and common software.

Soft Skills:

• Strong customer-service orientation.
• Good communication and teamwork skills.
• Eager to learn, adaptable, and proactive.
• Detail-oriented with good problem-solving abilities.

About Floward

Founded in 2017, Floward is an online flowers and gifting company; we pride ourselves in creating a seamless experience for our customers and making sending flowers and gifts as enjoyable as receiving them. We source our flowers daily from the best growers and farmers around the world to create one of a kind stunning arrangements and plants that fit every occasion. We also partner with local and international brands to offer a wide range of gifts including chocolate, perfumes,

cakes and more, coupled with our arrangements to create the perfect gift. Operating in 36 cities in nine countries across the MENA region and UK, we guarantee same- day delivery across the board through our own refrigerated fleet to ensure our arrangements arrive fresh to the customer.

Website:

https://www.floward.co