1. Metro Markets TS JD 31/10/2011 -- 14:02
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Job Description
Job Title : Stores Technical Support Department : IT
Reports To : Stores Tech. Support Supervisor Job Holder :
I Job Purpose :
Install, configure, troubleshoot and maintain hardware equipments and software
applications in stores to ensure a full time operation of all IT equipments/systems;
maximize users’ productivity and minimize devices down time to a non-effective limit.
II Dimensions :
No. of served Stores: 5 - 6
No. of LAN Segments: 5 - 6
No. of monitored Servers: 5 - 6
No. of served Fresh Scales: 25 – 35
No. of maintained POS: 25 – 30
No. of supported PCs: 30 – 35
No. of supported Users: 60 – 85
Operating Budget: No of staff: 0 Direct and 0 Indirect
Capital Expenditure : Other:
III Principal Accountabilities :
• Perform Hardware and Software installation, configuration and upgrades to acquire
a reliable setup and optimum performance of all IT equipments.
• Analyze and troubleshoot Hardware and software problems to identify and
implement appropriate solutions, this includes receiving, prioritizing and actively
resolving store end user help requests.
• Problem resolution may involve the use of diagnostic and help request tracking
tools, as well as require that the individual give in-person/hands-on support at the
store level (Cashier, Scale, Storage Area or FMC sections).
• Escalate problems - when required - to the appropriate function owner.
• Record, track and document the support request problem-solving process, including
all successful and unsuccessful decisions made, and actions taken, through to final
resolution to minimize search and response time.
• Handle all the required tasks for monitoring, analyzing systems performance and
implementing preventive maintenance procedures for critical IT equipments (Server,
PCs, Fresh Scales, POS Peripherals and Printers) to ensure high availability.
• Accomplish all the labeling, termination, installation and testing for passive network
at new openings and perform required maintenance for passive/active at current
stores to ensure high connectivity.
• Perform support and maintenance tasks required for windows environments
including Active Directory, DNS and DHCP services to ensure system integrity.
• Implement security procedures (including physical ones) and polices along with
fixes, batches and firmware upgrades also, report for any security breach or system
vulnerability.
• Maintain an updates list of all supported hardware/software along with its location.

2. Metro Markets TS JD 31/10/2011 -- 14:02
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• Handle the replacement or maintenance procedures of defunct parts for PCs,
Electronic Fresh Scales and POS Peripherals to make the optimum use of the current
equipment and minimize TCO as possible.
IV Job Context :
• The jobholder works all of his time at stores where an appropriate tool kit, notebook
and/or portable storage device must be available.
• The jobholder needs to come to HO for meetings or trainings to obtain allowances
or to discuss emerged technical issues.
• The jobholder occasionally required to transport H/W equipments from/to IT
warehouse depending on work demands.
V Communications and Working Relationships :
• The jobholder is required to have an active dialogue and good relationship with all
store users and managers to retain a positive attitude toward problem solving.
• The jobholder is in direct contact with his supervisor, colleagues and mentors to
provide the best level of service.
• The jobholder may need to contact specific vendor, outsourcer and/or contractor to
verify or acquire certain information.
• The jobholder must be a service provider fully-oriented as he represents the first
point of contact for users at stores.
VI Problem Solving :
• Examine the situation, analyze possible causes/reasons, and recommend a
practical action plan whatever the pressure is.
• Negotiate solutions focusing on available resources.
VII Latitude Exercised, Decision Making Authority and Responsibility :
• Take independent decisions to resolve ordinary maintenance problems.
• Critical problems such as hardware failure replacement must be approved by his
supervisor or technical manager.
• Responsible to inform IT WH Keeper/Assistant with needed spare parts/devices and
the defunct devices needed to be transported to IT warehouse/vendor.
VIII Knowledge, Skills and Experience :
Minimum:
• A university degree
• 2 years of work experience as a Technical Support/Help Desk.
• A good knowledge of the following trends and technologies:
- Network Cabling Standards.
- LAN Topologies and Technologies.
- HP, Dell and IBM PCs and Servers.
- MS Windows Client OS and MS Office Suite.
- MS Windows Server 2003/2008 and Active Directory Service.
- MS Exchange Client-Side Configuration.
- POS workstations, POS peripherals and Electronic Fresh Scales.

3. Metro Markets TS JD 31/10/2011 -- 14:02
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• CompTIA A+ Certificate.
• CompTIA Network+ or Cisco CCNA Certificate.
• MCITP: Enterprise Desktop Certificate.
Preferred:
• Bachelor degree in Computer Engineering or Computer Science.
• MCSA 2003 Certificate.
• MCITP: Server Administrator
IX Key Competencies :
• Analytical thinking
• Information seeking.
• Proactive
• Self-Motivated
• Creative
• Developing others
• Using technology
• Personal Development
• Teamwork skills
• Concern for Quality
• Time management skills
• Solving problems.