Support Engineer

Company Overview:

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

Role Summary:

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.

Responsibilities:

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.

Qualifications:

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