Senior IT Field Support

About the role

The Senior IT Field Support professional will deliver both onsite and remote technical assistance across multiple retail locations in Lebanon. This role combines hands‑on troubleshooting with the development of automation solutions to improve operational efficiency.

Key responsibilities

• Provide onsite and remote support for hardware, software, network, and connectivity incidents.
• Maintain and troubleshoot POS systems, printers, scanners, payment devices, and other store equipment.
• Support Microsoft 365, Windows, LAN, Wi‑Fi, VPN, and related environments.
• Assist users of ERP, inventory, retail, warehouse, and other business applications, with a focus on Odoo ERP.
• Deliver cybersecurity awareness training and basic troubleshooting guidance.
• Train employees on new applications, system changes, AI tools, and automated workflows.
• Create user guides, FAQs, tutorials, and knowledge‑base documentation.
• Identify manual processes suitable for workflow automation and support AI‑driven integrations.
• Monitor automated processes, resolve workflow or integration failures, and maintain IT assets and documentation.
• Coordinate with vendors, developers, and service providers, and support store openings, relocations, and infrastructure projects.

Required profile

• Minimum 5 years of IT support experience, preferably in retail, wholesale, distribution, or multi‑branch environments.
• Strong field support, troubleshooting, communication, and documentation abilities.
• Experience delivering technical and cybersecurity awareness training.
• Flexibility to work outside standard hours when critical operations demand it.
• Valid driving licence and willingness to travel across Lebanon.

Required skills

• Microsoft 365
• Windows operating systems
• LAN, Wi‑Fi, VPN networking
• POS hardware and peripherals
• Odoo ERP
• Endpoint support
• Cybersecurity best practices
• AI workflow tools, low‑code/no‑code automation
• APIs and system integrations