Regional IT Support Specialist

Job Overview

Deliver consistent technical assistance to users in regional corporate offices and pharmacy locations, ensuring operational continuity across all branches.

Primary Responsibilities

• Provide ongoing support for daily operations of corporate users in branch and maintenance offices, including management of office services, networking, IP telephony, meeting rooms, printing, and infrastructure equipment.
• Execute IT corporate initiatives while maintaining compliance of end-user devices in corporate and retail store environments with established IT policies and standards.
• Serve as the internal liaison and third escalation level for Nahdi departments, managing escalations especially in cases where third-party Service Level Agreements (SLAs) are breached.
• Partner with external vendors during project rollouts for retail operations, including implementation of new retail software and upgrading pharmacy hardware and related technology.
• Assist in store operation developments at office level, then transition responsibilities to external service providers for retail applications preparation, device configuration for new openings, and technologies such as ROBOT, QMS, and Drive Thru systems.
• Conduct pre-deployment testing of new system updates and application patches to uphold operational excellence and maintain quality control standards.
• Perform regular visits to assigned regional stores to foster positive relationships with end-users, ensuring high satisfaction and improving Net Promoter Score (NPS).

Work Environment Details

• Indoor work comprises 30% of time, outdoor activities take up 70%.
• Standard workweek includes 5 working days and 2 days off.
• Working hours are from 8:00 AM to 6:00 PM, including a one-hour break.

Job Requirements

• Educational qualification: Bachelor's degree in Information Technology or a related discipline.
• Experience level: Entry to mid-level, ranging from 0 to 3 years.
• Proficiency in Microsoft Office Suite.
• Basic networking knowledge.
• Competency in Windows operating system installation.
• Understanding of IT infrastructure systems.
• Professional certifications including ITIL Foundation and SC-OSA Intermediate Level are required.
• Fluency in both English and Arabic languages.