IT Support Engineer (multi-brand F&B)

Key Responsibilities

IT Support & Operations

• Provide Level 1 and Level 2 on-site and remote IT support for head office and all F&B outlets.
• Manage daily user support and incident handling through Freshservice or similar ITSM tools.
• Install, configure, maintain, and troubleshoot desktops, laptops, POS systems, payment terminals, printers, and peripherals.
• Support Windows OS, Microsoft 365, email systems, and core business applications.
• Manage user accounts, access rights, and basic security controls (Active Directory, email, applications).

POS, Store Systems & IoT

• Set up, support, and maintain POS systems across all stores.
• Support POS-related IoT devices and peripherals.
• Upload and manage menus on POS systems and digital screens.
• Preferable working knowledge of POSIST POS and NetSuite administration.
• Ensure high availability and performance of POS, ordering, and back-office systems.

Network, Security & Infrastructure

• Configure, monitor, and troubleshoot network infrastructure (LAN, WAN, Wi-Fi, VPN).
• Configure VPN access and provide HR system support.
• Perform printer setup and support (POS printers, MFPs, photocopiers).
• Carry out preventive maintenance for store and office IT infrastructure.

CCTV & Physical Systems

• Install, configure, and troubleshoot CCTV systems across stores and offices.

Projects, Vendors & Store Openings

• Lead and support IT setup and design for new store openings, upgrades, and relocations.
• Coordinate with vendors, POS partners, ISPs, telecom providers, and service providers.
• Follow up with service providers on connectivity, maintenance, and issue resolution.
• Maintain accurate IT documentation, asset registers, incident logs, and SOPs.

Governance & Compliance

• Ensure compliance with IT policies, security standards, and best practices.
• Provide timely support during operational incidents to minimize downtime in retail/F&B environments.

Requirements

• Bachelor’s degree or diploma in IT, Computer Science, or a related field.
• 2–5 years of experience in IT support or helpdesk roles; F&B or retail experience is an advantage.
• Strong knowledge of Windows OS, Microsoft 365, hardware troubleshooting, and networking fundamentals.
• Hands-on experience supporting POS systems and store IT infrastructure.
• Familiarity with Active Directory, antivirus solutions, backup systems, and basic cybersecurity practices.
• Ability to work independently across multiple locations and handle urgent support issues.
• Strong communication, problem-solving, and customer service skills.

Preferred Qualifications

• IT certifications (CompTIA A+, Network+, Microsoft, or equivalent).
• Experience supporting multi-site retail or restaurant operations.
• UAE driving license is an advantage.

Job Types: Full-time, Permanent

Pay: Up to AED6,500.00 per month

Application Question(s):

• What is your notice period?
• What is your current and expected salary?
• How many years of experience do you have as an IT Support Engineer in a multi-brand F&B retail environment?
• Are you based in Dubai?