Software Support and Implementation Engineer

Job Overview

The Support Engineer will be an integral part of the team ensuring continuous operation, maintenance, and troubleshooting of the Fuel Retail System spanning over 500 fuel stations plus the Head Office. This involves comprehensive system support covering Back Office Systems, POS terminals, bank terminals, and other related infrastructure. The role demands hands-on expertise in infrastructure management alongside leadership capabilities in a technical support environment.

Key Responsibilities

• Diagnose, troubleshoot, and resolve application, system, and user-related issues effectively.
• Maintain optimal performance levels of retail systems at Head Office and across all fuel stations.
• Support and manage MS SQL Server-based applications involving Head Office, Back Office, and POS systems.
• Coordinate with users at both Head Office and fuel site locations to address and rectify technical challenges.
• Provide training and guidance to system users to ensure proficient use of functionalities.
• Collaborate with vendors and external technical teams for resolving third-party system related issues.

Skills and Qualifications

• Experience with infrastructure support encompassing networking, servers, storage solutions, cloud platforms, and security systems.
• Familiarity with Point of Sale systems, bank terminals, and related hardware.
• Proven capabilities in implementing, testing, configuring, troubleshooting, and supporting applications.
• Competence in delivering technical support to end-users addressing various IT issues.
• Proficient in writing MS SQL queries and scripts along with database management.
• Solid understanding of Web Services, APIs, and IP-based communication protocols.
• Knowledge of network protocols, firewall configurations, VPNs, and network monitoring tools.

Experience

• At least 1 to 2 years of practical experience in IT support roles.
• Previous exposure to retail system environments or multi-site distributed infrastructures is preferred.

Personal Attributes

• Strong leadership skills with the ability to inspire and nurture a competent support team.
• Capability to manage critical situations efficiently and lead incident response efforts.
• Self-driven, meticulous, and able to operate autonomously as needed.

Additional Information

• Willingness to participate in on-call and shift rotations to provide support during after-hours.
• Possession of a valid UAE driving license is mandatory.