Who we're
GMG is a global well-being company that retails, distributes, and manufactures a portfolio of leading international and home-grown brands across the sport, everyday goods, health and beauty, properties, and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG has established itself as a valued partner of choice for some of the world's most successful and respected brands in the well-being sector. Operating across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include well-known names such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.
Role Summary:
The Senior Support Engineer is responsible for leading and managing technical support operations, ensuring the efficient functioning of IT infrastructure and applications. This role involves resolving complex technical issues, supporting critical enterprise applications such as MDM, SAP, Office 365, and warehouse management systems, and ensuring smooth IT operations across the organization. Additionally, the Senior Support Engineer will oversee the roll-out of new projects and applications, ensuring they are aligned with GMG Standard Operating Procedures (SOPs). This position also includes mentoring and guiding junior team members to improve operational efficiency, coordinating with vendors, managing procurement processes, and monitoring the performance of IT systems, including SafeQ servers, VMs, local servers, MDFs, and IDFs. The role requires strong technical expertise, leadership, and the ability to maintain IT infrastructure to support business objectives.
Responsibilities:
IT Infrastructure Support & Management:
- Lead and support the installation, configuration, and maintenance of computer hardware, operating systems (Windows, Mac OS, Android, iOS), and applications according to GMG IT policies.
- Oversee and support the installation and configuration of various devices, including handheld scanners, label printers, barcode readers, laser printers, and mobile printers.
- Ensure the proper tagging and monitoring of IT assets in the ITSM tool and maintain up-to-date records.
Technical Support & Incident Management:
- Act as the escalation point for complex technical issues and provide advanced troubleshooting and resolution within defined SLAs.
- Manage and prioritize service tickets through the ticketing system, ensuring effective communication with users and timely issue resolution.
- Provide training and guidance to junior support staff to foster continuous improvement and efficient operations.
Application and System Management:
- Manage and support enterprise-level applications such as MDM, SFA, RoutePro, Kofax, Bartender, Office 365, and SAP.
- Ensure seamless operation of warehouse and logistics systems, including PTL, WAMAS, and conveyor systems.
- Monitor, maintain, and support SafeQ servers, VMs, local servers, MDFs, and IDFs, ensuring optimal system performance.
Project & Rollout Support:
- Lead the roll-out of new applications, IT projects, and system upgrades, ensuring they align with GMG Standard Operating Procedures (SOPs).
- Collaborate with cross-functional teams to implement solutions that meet both technical requirements and business needs.
Procurement & Vendor Management:
- Create purchase requests and manage procurement processes according to GMG policies.
- Coordinate with vendors to ensure the timely delivery of services and systems, while maintaining compliance with service-level agreements and standards.
Monitoring & Maintenance:
- Continuously monitor the health and performance of IT systems, ensuring they meet organizational standards.
- Conduct preventive maintenance and proactively address potential system issues to minimize downtime.
Qualifications:
- 5+ years of experience in a help desk or IT support role, with a strong focus on system administration and troubleshooting.
- Expertise in managing IT applications such as MDM, SAP, Office 365, and warehouse management systems.
- Experience with SafeQ servers, VMs, MDFs, and IDFs management. - Strong proficiency in configuring and troubleshooting IT hardware and software.
- Familiarity with ITSM tools and ticketing systems.
- Excellent problem-solving skills and the ability to mentor and guide junior staff.
What we offer
- An opportunity to become part of diverse teams with international exposure
- Comprehensive family medical insurance
- Family residency sponsorship and flight allowances
- Up to 30% discount in our premium retail sports brand stores
- Up to 20% discount in our pharmacy chain
