IT Support Engineer (Service Desk)

GMG

Who we are:GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.What you'll be doing:The Support Engineer will provide technical assistance and troubleshooting for end-users, ensuring the smooth operation of desktop, laptop, and peripheral systems. The role involves resolving hardware and software issues, managing user accounts, and maintaining IT assets and documentation. This position requires a customer-focused professional with strong problem-solving skills and a solid understanding of desktop support tools and technologies. The engineer will collaborate with IT teams to enhance system efficiency and provide a seamless user experience.Job Description:End-User Support: Provide on-site and remote support for desktop/laptop systems, printers, and other peripherals. Address user inquiries, troubleshoot technical issues, and resolve problems in a timely manner.System Maintenance: Perform regular system updates, software installations, and patches. Ensure anti-virus and endpoint security measures are active and up to date.Troubleshooting and Repairs: Diagnose and resolve hardware failures and software malfunctions. Coordinate with vendors for hardware replacements and warranty claims when required.User Account Management: Assist in managing user accounts, permissions, and access to resources in Active Directory or equivalent systems. Support on-boarding and off-boarding processes, ensuring proper IT setup for new and departing employees.Documentation: Maintain records of support tickets, troubleshooting steps, and resolutions. Document IT processes, FAQs, and guides for end-users.IT Asset Management: Track and maintain IT equipment inventory. Support asset deployment and reclamation as needed.Collaboration: Work closely with IT teams to address escalated issues and participate in IT projects. Provide training to users on basic IT processes and tools.Functional/Technical Competencies:Proficiency in Windows OS (7, 10, 11) and/or macOS troubleshooting.Basic networking knowledge (IP, DNS, DHCP, VPN).Familiarity with IT tools like ticketing systems, remote support tools, and monitoring software.Hands-on experience with Active Directory and Office 365 administration.Experience:2 3 years of experience in desktop support, IT helpdesk, or similar roles.