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.