Support Engineer - Retail POS
Posted date [2026-06-27]
(ID: 47153)
 |
GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, home, properties and logistics sectors. On a mission to inspire others to live well and win in ways that make the world better. |
Job Description and Requirements
Support Engineer - Retail POSJob Snapshot
Role: Support Engineer - Retail POS
Location: Dubai, United Arab Emirates
Industry: Retail
Function: Information Technology
Experience: Minimum 4 years in IT support with POS systems and retail application support experience
Job Type: Full-time
Position Overview
Support Engineer - Retail POS in Dubai, United Arab Emirates is a Retail technology hiring opportunity focused on POS application support, incident management, SLA-driven issue resolution, SIT and UAT coordination, and retail systems stability. This role supports business users, store operations, IT teams, and external vendors by ensuring Point of Sale systems and related retail applications operate reliably across a fast-moving multi-brand retail environment.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Retail
Function: Information Technology
Salary: 12000-18000
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role
Context
The Support Engineer - Retail POS plays a key role in maintaining store technology continuity by managing retail application incidents, coordinating technical fixes, supporting POS implementation and migration activities, and validating system changes before deployment. The role helps reduce store disruption, protect sales operations, improve issue turnaround time, and strengthen user confidence in retail systems. By working closely with business users, IT vendors, support teams, and application owners, the position ensures technical issues are logged, tracked, resolved, tested, and documented with strong operational discipline.
Key Responsibilities
* Manage incidents related to POS systems and retail applications, ensuring issues are handled within agreed service level agreements.
* Monitor the full incident lifecycle from logging and prioritization through investigation, escalation, resolution, validation, and closure.
* Troubleshoot POS application issues, configuration errors, user access concerns, transaction problems, system behavior gaps, and application performance issues.
* Coordinate with store users, business teams, IT vendors, and internal technology teams to resolve technical incidents quickly and accurately.
* Support POS application implementation, migration, rollout, stabilization, and post-deployment support activities.
* Manage and coordinate System Integration Testing for retail applications to confirm system readiness before release.
* Oversee User Acceptance Testing with business users, ensuring test scenarios, results, defects, and approvals are properly managed.
* Validate fixes, enhancements, patches, integrations, and configuration updates before production deployment.
* Track recurring POS issues, identify root causes, and recommend practical improvements to reduce repeat incidents.
* Use incident management tools such as ManageEngine or similar platforms to record, monitor, update, and report support tickets.
* Maintain accurate documentation of incidents, resolutions, testing activities, known errors, support steps, and vendor updates.
* Ensure technical documentation remains accessible, current, and useful for support teams and future troubleshooting.
* Work with business users to understand operational impact, capture requirements, clarify issues, and confirm resolution acceptance.
* Coordinate with IT vendors to ensure timely response, clear ownership, proper escalation, and effective technical closure.
* Support retail technology reliability across fashion, apparel, pharmacy, and multi-brand store environments.
* Prepare incident summaries, SLA status updates, test progress reports, and issue logs for management review.
* Follow technology support processes, change controls, release procedures, and documentation standards.
* Contribute to smoother store operations by ensuring POS issues are resolved with minimal disruption to sales and customer service.
Ideal Profile
* Bachelor’s Degree in Information Technology, Computer Science, or a related field.
* Minimum 4 years of IT support experience with a strong focus on POS systems and retail applications.
* Practical experience supporting Point of Sale applications in retail, fashion and apparel, pharmacy, or multi-store environments.
* Demonstrated experience managing retail technology incidents, SLA follow-up, issue escalation, and technical resolution.
* Experience coordinating SIT and UAT processes for retail systems, application changes, migrations, or new deployments.
* Strong knowledge of POS setup, configuration, troubleshooting, user support, application behavior, and store system dependencies.
* Familiarity with incident management tools such as ManageEngine or similar ticketing platforms.
* Experience working with business users, IT vendors, store teams, and technical support teams to resolve issues efficiently.
* Understanding of retail application implementation, POS migration, system testing, and release support processes.
* Knowledge of Microsoft Dynamics 365 fundamentals or ERP concepts is an advantage.
* Strong coordination skills with the ability to keep stakeholders aligned during incidents, testing cycles, and vendor follow-ups.
* Detail-focused approach to documentation, ticket updates, issue logs, test results, and resolution records.
* Results-oriented mindset with strong teamwork, communication, and problem-solving capability.
* Comfortable supporting business-critical systems in a fast-paced Retail environment where system availability directly affects store performance.
Skills Set
* POS systems support
* Retail application support
* Point of Sale troubleshooting
* POS implementation
* POS migration
* Incident management
* SLA management
* ManageEngine
* System Integration Testing
* User Acceptance Testing
* Test coordination
* Defect tracking
* Issue resolution
* Vendor coordination
* Business user support
* Store technology support
* Retail systems configuration
* Application documentation
* Technical troubleshooting
* Root cause analysis
* Retail IT operations
* Fashion retail systems
* Pharmacy retail systems
* ERP fundamentals
* Microsoft Dynamics 365 fundamentals
* Release support
* Application deployment support
* Ticket management
* Service desk coordination
* Stakeholder communication
Why Join Us
This opportunity is ideal for an IT support professional who wants to specialize in retail POS systems, store technology, application support, and retail transformation projects in Dubai’s Retail sector. The role provides exposure to business-critical POS environments, multi-brand retail operations, incident management, system testing, vendor coordination, and application migration support. It is a strong career step for someone who enjoys solving technical issues, supporting store users, and keeping retail systems running smoothly in a high-volume commercial environment.
About the Company
GMG is a global well-being company headquartered in Dubai, United Arab Emirates, with operations across sport, everyday goods, health and beauty, properties, logistics, food, and consumer goods. Under the ownership and management of the Baker family for more than 45 years, GMG has grown across the Middle East, North Africa, and Asia while introducing more than 120 international and home-grown brands across 12 countries. Its portfolio includes Sun and Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, Nike, Columbia, Converse, Timberland, Vans, Mama Sita\'s, and McCain, supported by continued investment in retail technology, customer experience, and operational excellence.
The Support Engineer - Retail POS plays a key role in maintaining store technology continuity by managing retail application incidents, coordinating technical fixes, supporting POS implementation and migration activities, and validating system changes before deployment. The role helps reduce store disruption, protect sales operations, improve issue turnaround time, and strengthen user confidence in retail systems. By working closely with business users, IT vendors, support teams, and application owners, the position ensures technical issues are logged, tracked, resolved, tested, and documented with strong operational discipline.
Key Responsibilities
* Manage incidents related to POS systems and retail applications, ensuring issues are handled within agreed service level agreements.
* Monitor the full incident lifecycle from logging and prioritization through investigation, escalation, resolution, validation, and closure.
* Troubleshoot POS application issues, configuration errors, user access concerns, transaction problems, system behavior gaps, and application performance issues.
* Coordinate with store users, business teams, IT vendors, and internal technology teams to resolve technical incidents quickly and accurately.
* Support POS application implementation, migration, rollout, stabilization, and post-deployment support activities.
* Manage and coordinate System Integration Testing for retail applications to confirm system readiness before release.
* Oversee User Acceptance Testing with business users, ensuring test scenarios, results, defects, and approvals are properly managed.
* Validate fixes, enhancements, patches, integrations, and configuration updates before production deployment.
* Track recurring POS issues, identify root causes, and recommend practical improvements to reduce repeat incidents.
* Use incident management tools such as ManageEngine or similar platforms to record, monitor, update, and report support tickets.
* Maintain accurate documentation of incidents, resolutions, testing activities, known errors, support steps, and vendor updates.
* Ensure technical documentation remains accessible, current, and useful for support teams and future troubleshooting.
* Work with business users to understand operational impact, capture requirements, clarify issues, and confirm resolution acceptance.
* Coordinate with IT vendors to ensure timely response, clear ownership, proper escalation, and effective technical closure.
* Support retail technology reliability across fashion, apparel, pharmacy, and multi-brand store environments.
* Prepare incident summaries, SLA status updates, test progress reports, and issue logs for management review.
* Follow technology support processes, change controls, release procedures, and documentation standards.
* Contribute to smoother store operations by ensuring POS issues are resolved with minimal disruption to sales and customer service.
Ideal Profile
* Bachelor’s Degree in Information Technology, Computer Science, or a related field.
* Minimum 4 years of IT support experience with a strong focus on POS systems and retail applications.
* Practical experience supporting Point of Sale applications in retail, fashion and apparel, pharmacy, or multi-store environments.
* Demonstrated experience managing retail technology incidents, SLA follow-up, issue escalation, and technical resolution.
* Experience coordinating SIT and UAT processes for retail systems, application changes, migrations, or new deployments.
* Strong knowledge of POS setup, configuration, troubleshooting, user support, application behavior, and store system dependencies.
* Familiarity with incident management tools such as ManageEngine or similar ticketing platforms.
* Experience working with business users, IT vendors, store teams, and technical support teams to resolve issues efficiently.
* Understanding of retail application implementation, POS migration, system testing, and release support processes.
* Knowledge of Microsoft Dynamics 365 fundamentals or ERP concepts is an advantage.
* Strong coordination skills with the ability to keep stakeholders aligned during incidents, testing cycles, and vendor follow-ups.
* Detail-focused approach to documentation, ticket updates, issue logs, test results, and resolution records.
* Results-oriented mindset with strong teamwork, communication, and problem-solving capability.
* Comfortable supporting business-critical systems in a fast-paced Retail environment where system availability directly affects store performance.
Skills Set
* POS systems support
* Retail application support
* Point of Sale troubleshooting
* POS implementation
* POS migration
* Incident management
* SLA management
* ManageEngine
* System Integration Testing
* User Acceptance Testing
* Test coordination
* Defect tracking
* Issue resolution
* Vendor coordination
* Business user support
* Store technology support
* Retail systems configuration
* Application documentation
* Technical troubleshooting
* Root cause analysis
* Retail IT operations
* Fashion retail systems
* Pharmacy retail systems
* ERP fundamentals
* Microsoft Dynamics 365 fundamentals
* Release support
* Application deployment support
* Ticket management
* Service desk coordination
* Stakeholder communication
Why Join Us
This opportunity is ideal for an IT support professional who wants to specialize in retail POS systems, store technology, application support, and retail transformation projects in Dubai’s Retail sector. The role provides exposure to business-critical POS environments, multi-brand retail operations, incident management, system testing, vendor coordination, and application migration support. It is a strong career step for someone who enjoys solving technical issues, supporting store users, and keeping retail systems running smoothly in a high-volume commercial environment.
About the Company
GMG is a global well-being company headquartered in Dubai, United Arab Emirates, with operations across sport, everyday goods, health and beauty, properties, logistics, food, and consumer goods. Under the ownership and management of the Baker family for more than 45 years, GMG has grown across the Middle East, North Africa, and Asia while introducing more than 120 international and home-grown brands across 12 countries. Its portfolio includes Sun and Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, Nike, Columbia, Converse, Timberland, Vans, Mama Sita\'s, and McCain, supported by continued investment in retail technology, customer experience, and operational excellence.
