Technical Support Engineer
Role Overview
Responsible for providing technical support across ABYAT's retail and corporate operations by ensuring the availability, reliability, and performance of end-user devices, Microsoft services, retail technology systems, and IT infrastructure.
The role serves as the first point of contact for technical incidents and service requests while delivering exceptional customer service and maintaining business continuity.
Key Skills for This Role
Full Job Posting
About ABYAT
ABYAT is the largest retail store in the Middle East, spanning 22,000 square meters and offering over 22,000 products for home improvement and more.
ABYAT was established in September 2005 and is expanding beyond Kuwait into Saudi Arabia, Qatar, and the UAE.
Role Purpose
Responsible for providing technical support across ABYAT's retail and corporate operations by ensuring the availability, reliability, and performance of end-user devices, Microsoft services, retail technology systems, and IT infrastructure.
The role serves as the first point of contact for technical incidents and service requests while delivering exceptional customer service and maintaining business continuity.
Key Responsibilities
- Provide first-line technical support for hardware, software, operating systems, and peripheral devices across ABYAT locations.
- Manage and resolve incidents and service requests through the IT ticketing system while adhering to service level expectations.
- Administer Active Directory, including user account creation, access management, group membership updates, and employee onboarding/offboarding activities.
- Support Microsoft 365 applications, including Outlook, Teams, and Office applications, while troubleshooting user account and email-related issues.
- Diagnose and resolve Windows operating system, desktop, laptop, printer, and workstation issues.
- Perform first-level network troubleshooting, including connectivity, DNS, DHCP, TCP/IP, LAN, and wireless network issues.
- Support Point of Sale (POS) systems, receipt printers, barcode scanners, and other retail technology devices to ensure uninterrupted showroom operations.
- Prioritize and respond quickly to critical business incidents affecting sales operations, store productivity, or management users.
- Maintain accurate ticket updates, technical documentation, and standard operating procedures.
- Collaborate with internal teams and vendors to resolve technical issues and support infrastructure-related initiatives.
Qualifications / Requirements
- 2-5 years of experience in Technical Support, IT Support, Service Desk, or Helpdesk environments.
- Hands-on experience with Active Directory and Microsoft 365 administration.
- Strong troubleshooting skills across Windows operating systems, hardware, software, and end-user technologies.
- Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, LAN/WAN, and wireless connectivity.
- Experience using IT ticketing systems and managing support requests.
- Experience supporting POS systems, printers, scanners, or retail technology is an advantage.
- Diploma or Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.
- ITIL Foundation, CompTIA A+, Network+, Microsoft, or similar certifications are considered a plus.
- Fluent Arabic and English communication skills are required.
- Valid Kuwait driving license is preferred.
What We're Looking For
Strong communication and customer service skills.
A structured and logical troubleshooting approach.
Ability to work independently and take ownership of technical issues.
Strong prioritization skills and a sense of urgency when handling business-critical incidents.
Calm, patient, and adaptable personality with the ability to support users from diverse backgrounds.
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