Senior Information Technology Specialist

Who we are

Americana Restaurants is a leading restaurant operator and food & beverage platform in the MENA region. With a legacy that dates back to 1964, we've grown to represent and manage some of the world's most beloved restaurant brandsincluding KFC, Pizza Hut, Hardee's, Krispy Kreme, and many moreacross over 12 countries. Our commitment to operational excellence, innovation, and customer satisfaction continues to drive our growth and success in the region.

As we expand, we're looking for passionate professionals who thrive in fast-paced, dynamic environments. If you're driven by purpose and motivated to make an impact, we'd love to have you on our team.

What are we looking for

The Senior IT Associate is responsible for maintaining and supporting the organization's IT infrastructure, including hardware, software, and network systems. This role involves installing and upgrading systems, troubleshooting technical issues, managing IT inventory, and performing regular maintenance to ensure optimal performance and security.

As the first point of contact for IT support, the Senior IT Associate provides timely assistance to employees and escalates unresolved issues when necessary. The ideal candidate will have strong technical skills, a proactive mindset, and the ability to deliver reliable IT support in a fast-paced environment.

How You'll Contribute

You'll play a key role in the IT function by:

Install, configure, and maintain hardware and software systems in accordance with organizational policies and industry best practices.

Diagnose and resolve issues related to network infrastructure, hardware components, and software applications to minimize downtime and maintain productivity.

Perform hardware and software upgrades to ensure systems operate at optimal performance and remain up to date with current technology standards.

Conduct regular maintenance and inspections of network infrastructure and server systems to ensure reliability, security, and efficiency.

Serve as the first point of contact for employees seeking technical assistance via phone, email, or helpdesk platforms, providing prompt and effective support.

Maintain accurate records of support requests, follow-ups, and resolutions to ensure transparency and track recurring issues.

Qualifications & Experience

The ideal candidate will have the following qualifications and experience:

• Bachelor's degree in computer science, Information Technology, System Administration, or a closely related field.
• 3-5 years of experience as IT Support or similar role.
• Excellent communications skill.
• Hands-on experience with Office 365 and Microsoft Entra ID, including user provisioning, licensing, and security features like Multi-Factor Authentication (MFA).
• Hands-on experience with ManageEngine for endpoint configuration and management, alongside a strong background in Windows Server installation, configuration, and maintenance.
• Experienced in managing service desk operations, adhering to ITIL processes, and providing effective technical support with strong problem-solving and communication skills.
• Skilled in managing VMware environments for virtualization and using Veeam for backup and recovery solutions.