IT Technical Support Engineer (Retail Fuel Systems)

We are seeking a highly skilled IT Technical Support Engineer to manage the end-to-end technical operations of our service station network. This role goes beyond standard desktop support; you will be responsible for the installation, configuration, and maintenance of specialized fuel management systems (FMS), point-of-sale (POS) hardware, and critical tank gauging infrastructure.As a critical function within our infrastructure, this role requires flexibility to work in shifts to ensure 24/7 operational continuity across our network.The ideal candidate is a proactive problem-solver who can navigate both software environments and physical hardware components in a fast-paced retail environment.

Key Responsibilities

1. Technical Support & Debugging

   • Attend to incident calls & service requests assigned by IT Customer Service Centre & Service Station Users, Debugging and resolving first & second level support issues raised by service station for Software and Hardware including but not limited to PC set, pump controller (DOMS), Payment (PAX) terminals, network, OTL attendant tagging device, printers. Escalate to SME (Level 3) as needed
   • Provide Level 1 & 2 support for PC sets, DOMS pump controllers, PAX payment terminals, and network infrastructure.
   • Coordinate with maintenance functions and third-party vendors for power supply and pump-related repairs.
   • Deploy hot-fixes, security patches, and software upgrades across all stations as applicable.

2. Installation & Configuration (IMAC-D)

   • Execute "Install, Move, Add, Change, and Decommission" tasks.
   • Full site setup including PC imaging (Acronis), UPS installation, and OTL attendant tagging devices.
   • Configure specialized interfaces for TLS350, TLS450, and Franklin automatic tank gauging.
   • Manage software licensing and client configurations for Teletek Suite and Datadog.

3. Preventive Maintenance (PM)

   • Conduct 66+ monthly site visits to perform comprehensive health checks.
   • Monitor PC drive health, system logs, and Sadeem application services.
   • Manage critical data integrity by performing periodic Database and DOMS XML backups.
   • Ensure all hardware and cabling (network/power) are optimized for the Fuel Management System.

4. Training & Administration

   • Provide refresher training to station staff on POS and FMS operations.
   • Conduct specialized training for "Sadeem" activations at new stations.
   • Manage product price change activities, ensuring system-wide synchronization.

Candidate Requirements

Education & Certifications

• CompTIA A+ or equivalent certification in IT Technical Support.
• Working knowledge of Windows Administration.
• Bilingual Proficiency: Ability to provide technical support in both Arabic and English is essential.

Technical Experience

• Proven experience in hardware/software installation, configuration, troubleshooting and maintenance within a Retail POS environment.
• Specialized Knowledge (Preferred)
  • Pump Controllers: DOMS installation and configuration.
  • Payment Terminals: PAX configuration.
  • Automatic Tank Gauging: TLS350, TLS450, and Franklin interfaces.
  • Applications: Teletek Suite and Datadog.
  • Imaging: Experience with Acronis or similar imaging tools.

Soft Skills

• Strong communication skills for coordinating with supervisors and third-party vendors.
• Ability to work independently across multiple geographical locations.
• High attention to detail regarding security patches and system logs.

Location: Various Service Stations (66+ Locations)
Type: Full-Time / Contract