IT Support Engineer

About noon

noon, the region's leading consumer commerce platform, launched its consumer platform in Saudi Arabia and the UAE on December 12th, 2017, expanding to Egypt in February 2019. The noon ecosystem of services now includes marketplaces for food delivery, quick-commerce, fintech, and fashion. noon is a work in progress; we’re six years in, but only 5% done.

noon’s mission: Ring every doorbell, every day.

What you'll do:

As an IT Support Engineer, you will be responsible for your site and will work closely with the business and fellow engineers to implement and maintain critical infrastructure elements as well as provide day-to-day support to meet our operations' present and future business needs. Besides your day-to-day activities, there will be plenty of opportunities for you to get involved in projects and innovate. You will be a key part of a multinational team and thrive in delivering high-quality results while always looking for improvements.

Responsibilities:

• Provide a support service that ensures all IT equipment and infrastructure is running at optimum performance, meeting all departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) on your site.
• Run projects across the site, working closely with the business and fellow engineers to implement changes and/or additions to the site’s technology infrastructure to support changing business and IT requirements.
• Supervise and manage a team of IT technicians, including managing workloads and reporting back to the IT manager and regional IT management.
• Review, revise, and execute change management requests as required.
• Manage the availability of all IT equipment and infrastructure through continuous improvement, looking to improve equipment efficiencies and cost reductions accordingly.
• Perform random site audits on technical infrastructure to ensure adherence to the latest company IT and Health & Safety guidelines.
• Act as a point of contact for contractors or external suppliers, clearly communicating technical issues and company standards.
• Undertake project management and act as a single point of contact for projects.
• Provide technical support/input to site and team projects and initiatives.
• Keep key stakeholders informed of project progress and maintain project documentation.
• Provide sanity checks and technical execution of projects.
• Carry out ad-hoc requests as and when required, supporting a wide customer base.

Minimum Qualifications, Experience & Skills:

• Linux/Unix System Support experience.
• MS Windows System Support experience.
• A background in Networking – LAN / WAN and Wireless.
• Detailed understanding of core internet technologies – Routing and Switching, DNS, DHCP, mail transport, OSI Model.
• Telecom knowledge including VOIP / SIP and mobile technologies is advantageous.
• Experience in a customer-facing technical role requiring solid technical aptitude, excellent written and oral communication skills, and the ability to deal effectively with people at all levels.
• Experience supervising a team or leading a group of peers.
• Project management abilities and technical task execution experience.
• Strong analytical skills with proven problem-solving ability.
• Proven ability to operate autonomously in high-pressure situations, handle multiple competing priorities, and maintain a high level of discipline while displaying flexibility and professionalism.
• Ability to develop clear and concise documentation.
• Demonstrated willingness to learn and apply new technology.
• Ability to travel up to 25%.
• Vendor certification in Linux/Unix System Support, MS Windows System Support, Cisco knowledge – LAN / WAN and Wireless would be beneficial.
• IT / ICT further education qualification.
• Previous experience in a dynamic environment with a high degree of customer service focus.
• Help Desk / Technical support management experience.
• Ability to develop the skills needed to support specific Fulfillment Centre Automated Systems.
• Ability to coordinate with corporate-based support groups to implement IT changes.

Who will excel?

• People with high standards who understand that hard work matters.
• Individuals who are relentlessly resourceful and operate with a deep bias for action.
• Those with the courage to be fiercely original.
• Readiness to adapt, pivot, and learn is essential at noon.