IT Support Engineer (Service Desk)

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:

The Support Engineer will provide technical assistance and troubleshooting for end-users, ensuring the smooth operation of desktop, laptop, and peripheral systems. The role involves resolving hardware and software issues, managing user accounts, and maintaining IT assets and documentation. This position requires a customer-focused professional with strong problem-solving skills and a solid understanding of desktop support tools and technologies. The engineer will collaborate with IT teams to enhance system efficiency and provide a seamless user experience.

Job Description:

End-User Support:

• Provide on-site and remote support for desktop/laptop systems, printers, and other peripherals.
• Address user inquiries, troubleshoot technical issues, and resolve problems in a timely manner.
  
  

System Maintenance:

• Perform regular system updates, software installations, and patches.
• Ensure anti-virus and endpoint security measures are active and up to date.
  
  

Troubleshooting and Repairs:

• Diagnose and resolve hardware failures and software malfunctions.
• Coordinate with vendors for hardware replacements and warranty claims when required.
  
  

User Account Management:

• Assist in managing user accounts, permissions, and access to resources in Active Directory or equivalent systems.
• Support on-boarding and off-boarding processes, ensuring proper IT setup for new and departing employees.
  
  

Documentation:

• Maintain records of support tickets, troubleshooting steps, and resolutions.
• Document IT processes, FAQs, and guides for end-users.
  
  

IT Asset Management:

• Track and maintain IT equipment inventory.
• Support asset deployment and reclamation as needed.
  
  

Collaboration:

• Work closely with IT teams to address escalated issues and participate in IT projects.
• Provide training to users on basic IT processes and tools.
  
  

Functional/Technical Competencies:

Proficiency in Windows OS (7, 10, 11) and/or macOS troubleshooting.

Basic networking knowledge (IP, DNS, DHCP, VPN).

Familiarity with IT tools like ticketing systems, remote support tools, and monitoring software.

Hands-on experience with Active Directory and Office 365 administration.

Experience:

2–3 years of experience in desktop support, IT helpdesk, or similar 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