IT Executive - E-Commerce

Overview

The IT Executive in E-Commerce role based in Abu Dhabi involves comprehensive Level 1 and Level 2 support and maintenance for endpoint devices and network infrastructures within a dynamic business environment.

Key Responsibilities

• Deliver frontline technical assistance to users via phone, email, chat, and IT ticketing platforms, ensuring incident logs are categorized, prioritized, and tracked through the ITSM system.
• Troubleshoot issues across hardware, software, networking, and connectivity domains, escalating unresolved incidents to specialized IT teams as necessary.
• Maintain a customer-oriented approach while providing timely resolutions and following up to close outstanding support tickets.
• Manage and support IT assets including laptops, desktops, mobile devices, printers, and peripherals; handle installation, configuration, and troubleshooting of operating systems and essential business applications.
• Provide support for Microsoft 365 suite, email, VPN, Teams, and other corporate software tools along with password reset and access management services.
• Assist with onboarding new employees and provisioning IT equipment; coordinate offboarding activities such as equipment retrieval and access termination.
• Conduct basic troubleshooting of LAN/Wi-Fi/VPN and network connectivity issues, escalating complex infrastructure problems to dedicated teams and aiding in IT setups during relocations or new site openings.
• Maintain accurate IT asset registers, assist with allocation, replacement, disposal processes, and perform periodic audits to ensure record integrity.
• Monitor and manage IT service operations ensuring compliance with agreed SLAs, document resolutions and knowledge resources, and engage in IT projects and maintenance activities.
• Provide initial technical support for the e-commerce platform, monitoring website availability and performance, investigating issues concerning product listings, pricing, orders, refund processes, and customer transactions.
• Coordinate with developers, vendors, and payment service providers to resolve integration or API related incidents and support feature releases and testing phases including User Acceptance Testing (UAT).
• Monitor key customer journey touchpoints such as registration, search, booking, checkout, payment, and refund workflows to ensure seamless digital experiences.

Required Qualifications and Skills

• Diploma or higher qualification in Information Technology, Computer Science or related field.
• At least 5 years of relevant experience, preferably in large or multinational corporate environments.
• Proven skills supporting Windows Server environments and VMware platforms.
• Strong familiarity with Windows operating systems and Microsoft Office applications.
• Practical experience with network protocols including TCP/IP, and basic knowledge of Firewalls, VPNs, and WAN/LAN network security.
• Excellent problem-solving abilities and effective communication skills in English, both written and spoken.
• Capacity to work independently and efficiently under pressure.