Technical Support Engineer

About ABYAT

Become part of ABYAT, the largest retail store in the Middle East, covering 22,000 square meters and offering a selection exceeding 22,000 products ranging from premium tiles, decorative wallpapers, lighting solutions to kitchen fixtures. Since starting in September 2005 in Kuwait, ABYAT has focused intensely on customer-centric service and superior retail experiences, expanding its presence across Saudi Arabia and aiming for Qatar and UAE markets.

Position Overview

We are hiring a Technical Support Engineer based in Al Qassim, Saudi Arabia, tasked with delivering comprehensive technical assistance across retail and corporate divisions. This role ensures uninterrupted operation and optimal performance of end-user hardware, Microsoft services, retail IT systems, and infrastructure. As the frontline technical contact, the engineer handles technical incidents, service requests, and maintains business resilience through excellent customer support.

Key Duties

• Deliver first-level technical support for a variety of hardware, software, operating systems, and peripherals across multiple ABYAT sites.
• Manage IT support tickets using the ticketing system, ensuring compliance with service level agreements.
• Administer Active Directory, including user management such as account creation, permission settings, group memberships, and onboarding/offboarding procedures.
• Support and troubleshoot Microsoft 365 applications including Outlook, Teams, and Office suite.
• Resolve issues related to Windows operating systems, desktop/laptop hardware, printers, and workstations.
• Conduct fundamental network troubleshooting including connectivity issues, DNS, DHCP, TCP/IP, LAN, and wireless network problems.
• Support retail-specific technology including point-of-sale systems, receipt printers, and barcode scanners to guarantee smooth showroom operations.
• Prioritize and address urgent incidents that impact sales, productivity, or management operations promptly.
• Maintain detailed ticket records, technical documentation, and standard operating procedures.
• Collaborate with internal departments and external vendors to resolve technical issues and support infrastructure projects.

Qualifications and Experience

• Between 2 and 5 years of experience in technical support, IT support, service desk, or helpdesk roles.
• Practical experience with Active Directory and Microsoft 365 administration.
• Proficient troubleshooting abilities for Windows OS, hardware, software, and end-user technology.
• Solid understanding of networking basics including TCP/IP, DNS, DHCP, LAN/WAN, and wireless connectivity.
• Familiarity with IT ticketing systems for support request management.
• Experience in supporting POS systems, printers, and retail technology devices is advantageous.
• Diploma or Bachelor's degree in IT, Computer Science, Engineering, or a related discipline.
• Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications are preferred.
• Fluency in both Arabic and English for effective communication.
• Possession of a valid Kuwait driving license is favorable.

Desired Attributes

• Excellent communication and customer service capabilities.
• A methodical and logical approach to troubleshooting.
• Ability to work independently with strong ownership of technical problems.
• Effective prioritization skills and swift response to critical business issues.
• Calm, patient, and adaptable demeanor capable of supporting diverse users.