Regional IT Support Specialist RYD (2023826)

About the Role
The role involves providing daily technical support for regional users at corporate regional offices as well as pharmacies. The objective is to ensure that all regional employees and locations are sustainably operational as required.

Accountabilities

• Supporting daily operations of corporate users at branch and maintenance offices by monitoring and supporting office services, network, IP phones, meeting rooms, printing, and infrastructure devices.
• Implementing IT corporate projects and ensuring compliance of end user devices (both corporate and store) with IT standards and policies.
• Acting as a point of contact for internal departments and serving as a third level of escalation for receiving escalations in cases of third-party SLA breaches.
• Collaborating with third parties during project implementations for store operations, including new retail applications and technology refreshment for pharmacies.
• Supporting the execution and development of store operations at offices and transferring responsibilities to third parties, encompassing retail application preparation and device configuration for new openings (including ROBOT, QMS, Drive Thru, etc.).
• Testing new systems and application patches before deployment to ensure adherence to operational excellence and quality control standards.
• Conducting regular site visits to all assigned regional stores to maintain good relationships with end users and uphold satisfaction and net promoter scores (NPS).
• Performing other duties as assigned, which may extend beyond the aforementioned accountabilities.

Work Environment

• Indoors: 30%
• Outdoors: 70%
• Working Days: 5 days per week
• Days Off: 2 days off
• Working Hours: 8:00 AM – 6:00 PM (1-hour break); on call 24/7

Job Requirements

• Education: BSc in IT or a related field
• Experience: 0-3 years of experience
• Computer Skills:
  • MS Office Suite
  • Networking basics
  • Windows installation
  • Infrastructure knowledge
• Certifications: Certified ITIL Foundation and SC-OSA Intermediate Level
• Languages: Proficiency in English and Arabic