IT Executive - E-Commerce

IT Executive - E-Commerce (Amiri Gate) Abu Dhabi JOB SCOPE End Point Device / Peripheral (Desktop, Laptop, Printer, Smartphone, Wi-Fi) and Network Level 1 & Level 2 IT Support & Maintenance JOB RESPONSIBILITIES: IT Service Desk & User Support • Provide first-level technical support to users through phone, email, chat, and IT ticketing systems. • Log, categorize, prioritize, and track incidents and service requests in the ITSM system. • Troubleshoot hardware, software, network, printing, and connectivity issues. • Provide timely resolution or escalate incidents to the appropriate technical teams. • Follow up on outstanding tickets to ensure timely closure and user satisfaction. • Maintain a professional and customer-focused approach when supporting users. Desktop & End-User Support • Support laptops, desktops, mobile devices, printers, scanners, and other IT peripherals. • Install, configure, and troubleshoot operating systems and business applications. • Support Microsoft 365 applications, email, Teams, VPN, and other corporate applications. • Assist users with password resets, account access, and basic identity/access management activities. • Support new-joiner onboarding and employee IT equipment provisioning. • Assist with employee offboarding, including equipment recovery and access-related activities. Network & Infrastructure Support • Perform basic troubleshooting of LAN, Wi-Fi, VPN, internet, and network connectivity issues. • Escalate infrastructure and network incidents to the appropriate IT infrastructure teams. • Support basic troubleshooting of network devices and IT infrastructure at business locations. • Assist with IT equipment installation and configuration during new site openings or office moves. IT Asset Management • Maintain accurate records of IT hardware, software, and user assignments. • Support IT asset allocation, replacement, return, and disposal processes. • Ensure IT equipment is properly recorded and maintained in the asset management system. • Assist with periodic IT asset audits and reconciliation. IT Operations & Service Management • Ensure incidents and service requests are handled within agreed SLA targets. • Monitor recurring incidents and identify opportunities for improvement. • Maintain accurate documentation of troubleshooting procedures and known issues. • Contribute to the development of IT knowledge-base articles and user guides. • Participate in IT projects, system upgrades, deployments, and technology rollouts when required. • Provide support during planned maintenance and critical business activities. E-Commerce Platform Support Provide first-level IT and technical support for the organization's e-commerce platform and digital channels. Monitor the availability and operational performance of e-commerce websites and applications. Support investigation of issues related to product/catalogue availability, pricing, orders, bookings, refunds, and customer transactions. Monitor and report e-commerce incidents affecting customer journeys or revenue-generating activities. Perform initial troubleshooting of website, application, API, and integration-related issues. Coordinate with application support teams, developers, vendors, and payment providers for issue resolution. Support e-commerce platform releases, enhancements, configuration changes, and deployments. Assist with testing of new e-commerce features, enhancements, fixes, and integrations. Support UAT activities and validate business functionality before production releases. Monitor critical customer journeys such as registration, search, booking, checkout, payment, confirmation, cancellation, and refund processes. JOB REQUIREMENTS • Diploma or above in Information Technology, Computer Science, or related disciplines. • Minimum 5 years' relevant experience, preferably gained from sizable firms or multinational companies. • Solid experience in supporting Windows Server and VMware. • Familiar with Windows operating systems and office applications. • Hands-on experience in TCP/IP Networking, Basic Firewall, VPN, WAN/LAN network security. • Strong problem-solving and communication skills. • Good command of spoken and written English. • Able to work independently and under pressure. Show more Show less