IT Technician

About the Role

We are looking for a highly skilled and proactive IT Technician to join our dynamic team, providing comprehensive technical support across multiple restaurant outlets throughout the Kingdom of Saudi Arabia (KSA). This critical role requires hands-on expertise in maintaining and troubleshooting a diverse range of IT infrastructure, including POS systems, servers, desktop hardware, printers, network equipment, and security systems. The ideal candidate will demonstrate exceptional problem-solving abilities, a strong customer-service orientation, and the capacity to deliver timely solutions in both on-site and remote settings.

Key Responsibilities

The IT Technician will be responsible for ensuring the seamless operation of IT systems across all outlets. Your core duties will include:

• Outlet IT Support:
  • Deliver first-line and second-line technical support for hardware and software issues across all restaurant outlets.
  • Maintain and troubleshoot POS systems, including Squirrel and Restroworks, as well as KOT, KDS, printers, and other peripherals.
  • Install, configure, and maintain Windows-based desktops, servers, and other IT systems to ensure optimal performance.
• Network & Infrastructure Management:
  • Configure, troubleshoot, and maintain routers, switches, firewalls, and internet connectivity.
  • Monitor and ensure the reliability of LAN, WAN, and telephone systems at the outlet level.
  • Install, maintain, and support CCTV systems, biometric devices, and access control solutions to enhance security.
  • Collaborate with ISP providers and internal teams to resolve connectivity issues promptly.
• Application Support & Administration:
  • Provide application-level support, including updates and installations, to end-users.
  • Work closely with the Corporate IT team to escalate and resolve system bugs or performance issues efficiently.
  • Update and maintain IT hardware and software inventories, ensuring accurate records for employee and store-wise assets.
• Microsoft 365 Administration & Security:
  • Manage and support Microsoft 365 environments, including Office 365, Dynamics 365, and Azure Active Directory, with a focus on user lifecycle management and license optimization.
  • Implement and maintain security controls such as Conditional Access, identity protection, and device management using Microsoft Intune.
• Preventive Maintenance & Documentation:
  • Conduct regular health checks and preventive maintenance for all IT equipment to minimize downtime.
  • Maintain accurate documentation of assets, configurations, and incidents to ensure compliance with IT standards and security protocols.
• On-Call & Remote Support:
  • Provide on-call support during off-hours, weekends, and holidays as part of a rotational schedule.
  • Offer remote troubleshooting support using remote desktop tools or phone assistance to resolve issues efficiently.
  • Extend IT support to RSC, QCC, and warehouse locations as required.
  • Ensure store staff are adequately trained on POS and inventory applications to maximize operational efficiency.

Skills & Competencies

To excel in this role, you should possess the following skills and qualifications:

• Strong expertise in hardware troubleshooting, including POS systems, Microsoft Suites, servers, printers, KOT/KDS, and desktops.
• Solid understanding of networking fundamentals, including TCP/IP, DHCP, DNS, and VLANs.
• Hands-on experience with Windows operating systems (desktop and server) and Microsoft tools.
• Familiarity with firewalls, routers, and switches, including basic configuration and maintenance.
• Experience supporting CCTV systems, biometric devices, and access control systems.
• Basic knowledge of POS and hospitality application support.
• Exceptional user support, communication, and organizational skills.
• Ability to work independently, collaborate effectively in a team, and manage multiple priorities under pressure.
• Willingness to travel frequently across the KSA and adapt to varying work environments.

Requirements

To qualify for this position, candidates must meet the following criteria:

• Education: Diploma or bachelor’s degree in Information Technology or a related field.
• Experience: Minimum of 3 years of experience in a multi-site IT support role, preferably within the retail or hospitality industry.
• Certifications (Preferred): A+, Network+, Microsoft MCP, Microsoft 365 Fundamentals, CCNA, or equivalent certifications.
• Other Requirements:
  • Current residency in the KSA with a valid Saudi driving license (mandatory).
  • Fluency in English; proficiency in Arabic is considered an advantage.