Technical Support Engineer

About ABYAT

ABYAT is the largest retail store in the Middle East, covering 22,000 square meters and offering over 22,000 products including tiles, wallpapers, lighting, and kitchen fixtures. Founded in September 2005 and initially established in Kuwait, ABYAT focuses on customer-centric retail experiences. The company has expanded into Saudi Arabia and is now growing in Qatar and the UAE as well.

Role Overview

The Technical Support Engineer will be responsible for delivering technical support across ABYAT’s retail and corporate environments in Qatar. This role ensures the availability, reliability, and effective performance of hardware, software, Microsoft services, retail technology systems, and IT infrastructure. Acting as the initial point of contact for technical issues and service requests, the engineer supports business continuity by providing excellent customer service.

Key Duties

• Deliver first-line support for computers, software, operating systems, peripherals across multiple ABYAT locations.
• Manage incident resolution and service requests using the IT ticketing system while meeting service level targets.
• Administer Active Directory tasks such as user account creation, access permissions, group management, and onboarding/offboarding.
• Support Microsoft 365 apps including Outlook, Teams, and Office, troubleshooting user and email account problems.
• Troubleshoot Windows OS, desktop, laptop, printer, and workstation hardware and software issues.
• Perform basic network troubleshooting, addressing connectivity, DNS, DHCP, TCP/IP, LAN, and Wi-Fi challenges.
• Support retail-specific technology like Point of Sale systems, receipt printers, and barcode scanners to enable smooth showroom operations.
• Respond promptly and prioritize critical incidents affecting sales, store functioning, or management IT needs.
• Maintain accurate support ticket logs, technical documentation, and standard operating procedures.
• Collaborate with internal IT teams and external vendors for issue resolution and infrastructure support projects.

Skills and Requirements

• 2 to 5 years’ hands-on experience in technical support, IT support, service desk, or helpdesk roles.
• Practical experience managing Active Directory and Microsoft 365 administration.
• Proven troubleshooting abilities across Windows OS, hardware, software, and end-user technology.
• Foundational networking knowledge including TCP/IP, DNS, DHCP, LAN/WAN, and wireless networking.
• Experience using IT ticketing platforms to track and manage support tasks.
• Exposure to retail technology support, especially POS systems, printers, and scanners is beneficial.
• Diploma or Bachelor’s degree in IT, Computer Science, Engineering, or related disciplines.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft credentials are advantageous.
• Fluent verbal and written communication skills in both Arabic and English.
• A valid driving license from Kuwait is preferred.

Desired Qualities

• Excellent interpersonal and customer service communication skills.
• Methodical, logical approach to troubleshooting technical challenges.
• Self-motivated with the initiative to resolve issues independently.
• Ability to prioritize tasks effectively and act swiftly on urgent business-critical problems.
• Patient, calm, and flexible personality capable of supporting a diverse user base.