Regional IT Support Specialist -(2023656)

Position Overview

We are seeking a skilled and proactive Regional IT Support Specialist to provide comprehensive technical assistance to our regional corporate offices and pharmacies. In this pivotal role, you will ensure seamless daily operations by maintaining and supporting office services, network infrastructure, IP telephony, meeting rooms, printing systems, and critical devices across all assigned locations. Your expertise will be instrumental in upholding IT standards, driving corporate projects, and fostering operational excellence while serving as a trusted point of contact for internal departments and third-party vendors.

Key Responsibilities

As a Regional IT Support Specialist, your core responsibilities will include:

• Daily Technical Support: Deliver prompt and effective technical assistance to regional users, ensuring uninterrupted productivity and operational continuity across corporate branch offices and pharmacies.
• Infrastructure Monitoring and Maintenance: Oversee and support office services, network connectivity, IP phone systems, meeting room technologies, printing solutions, and essential infrastructure devices to maintain optimal performance.
• Corporate IT Project Implementation: Lead and execute IT corporate initiatives, ensuring full compliance of end-user devices—both corporate and retail—with established IT policies and standards.
• Escalation Management: Act as the primary internal liaison and third-level escalation point for critical IT issues, particularly in cases involving third-party service level agreement (SLA) breaches, to ensure timely resolution.
• Third-Party Collaboration: Partner with external vendors during the implementation of store operations projects, including the deployment of new retail applications, hardware upgrades, and technology refresh initiatives for pharmacies.
• Store Operations Support: Assist in the execution and development phases of store operations at both offices and retail locations. This includes preparing retail applications, configuring devices for new store openings, and supporting systems such as ROBOT, QMS, and Drive Thru solutions before handing over to third-party vendors.
• System Testing and Quality Assurance: Conduct rigorous testing of new systems, applications, and patch deployments to validate operational excellence, adherence to quality control standards, and seamless integration into existing workflows.
• Regional Site Engagement: Perform regular on-site visits to all assigned regional stores to build strong relationships with end users, address their technical needs, and ensure high levels of user satisfaction and Net Promoter Score (NPS).

Work Environment and Schedule

The role requires a dynamic and hands-on approach, with a work environment split between indoor office settings and outdoor field visits to regional locations. The position entails:

• Work Location Distribution: 30% indoors (office-based tasks and support) and 70% outdoors (on-site visits and field support).
• Working Days: Monday to Friday (5 working days per week).
• Days Off: 2 days off per week, as per the company’s scheduling policy.
• Working Hours: 8:00 AM to 6:00 PM, including a one-hour break for rest and refreshment.

Qualifications and Competencies

To excel in this role, candidates must meet the following criteria:

• Education: A Bachelor of Science degree in Information Technology or a closely related field.
• Experience: 0 to 3 years of relevant professional experience in IT support, infrastructure management, or a similar technical capacity.
• Technical Skills:
  • Proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Fundamental knowledge of networking principles and infrastructure management.
  • Experience with Windows operating system installation, configuration, and troubleshooting.
• Certifications: Valid certification in ITIL Foundation and SC-OSA Intermediate Level, demonstrating adherence to IT service management best practices.
• Language Proficiency: Fluency in both English and Arabic, with strong communication skills to effectively engage with diverse stakeholders.