IT Support Engineer - Workplace Technology, Cairo

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally. What you'll be doing We are seeking a IT Support Associate (Workplace Technology Associate) to deliver exceptional technical support and service management across Chalhoub’ s workplace technology ecosystem. This role is integral to ensuring that all employees experience reliable, secure, and efficient technology services across our offices and retail environments. The Workplace Associate will manage the resolution of incidents and requests within the End User Computing (EUC) and Workplace Technology team, provide escalation support, and oversee vendor performance for IT, AV, telephony, and print infrastructure. This role requires a proactive problem-solver who can balance hands-on technical expertise with vendor and stakeholder management, driving continuous improvement and ensuring compliance with SLAs, KPIs, and Chalhoub’ s service standards. Infrastructure & Technology Support - Setup of and Support of all retail shops, including POS, printer, barcode scanner and basic application support. - Troubleshoot and resolve issues with Point-of-Sale (POS) systems, inventory management, PCs, printers, phones, and networks for store staff. - Windows/macOS devices, iOS/Android, Handheld devices, conferencing platforms (Zoom, MS Teams), and connectivity tools (VPN, broadband, 5G, LAN/WAN, Wi-Fi). - Conduct planned preventative maintenance with vendors to resolve recurring issues. - Demonstrate knowledge in designing, installing, and maintaining workplace hardware and workstations. - Onsite Travel between Corporate Office, Stores, Warehouse, and CADF. Vendor & Partner Management - Oversee external technology vendors to ensure compliance with KPIs and SLAs. - Manage vendor resources for operational projects, installations, and decommissions. - Collaborate closely with Service Desk, NOC, Network Engineering, and Service Operations teams. Operations & Reporting - Maintain compliance with risk, security, and change policies. - Provide regular reporting on EUC operations, vendor performance, and status updates. - Support budgeting for territory-related OPEX and technology asset lifecycle, including procurement. Continuous Improvement & Leadership - Identify and implement methods to improve EUC team efficiency and effectiveness. - Analyze ticket data and user feedback to address recurring issues. - Mentor and coach Workplace Associates, acting as an escalation point. - Collaborate with leadership to adopt innovative technologies and streamline processes. Customer Experience - Serve as regional point of contact for escalations, ensuring timely resolution. - Build trust and maintain close working relationships with stakeholders across the business. - Contribute to employee NPS by delivering proactive, reliable, and customer-focused service. Store Openings, Closures & Renovations - Support workplace technology activities for new store openings, closures, relocations, and renovations, ensuring all required IT equipment, connectivity, POS devices, printers, scanners, handhelds, and related workplace technology are prepared, installed, tested, recovered, or decommissioned as required - Coordinate with Retail Operations, Store Planning, Projects, vendors, Service Desk, Network, and other Tech teams to ensure technology readiness, clear ownership of actions, timely escalation of blockers, and smooth handover during go-live, closure, or renovation milestones. E-Invoicing / E-Receipt Support - Support E-Invoice and E-Receipt incidents and requests by ensuring correct categorization, country/location selection, routing, prioritization, and escalation based on business impact and country-specific requirements. - Assist with operational issues related to invoice integration, GS1, invoice extraction, receipt processing, and other related workflows, while working with Service Management and ITSM teams to improve routing logic, subcategory-based priority rules, and reporting visibility. What you’ll need to

Infrastructure & Technology Support: Setup and support of all retail shops (POS, printers, barcode scanners, and basic application support); troubleshoot and resolve issues with POS systems, inventory management, PCs, printers, phones, and networks for store staff; manage Windows/macOS devices, iOS/Android, handheld devices, conferencing platforms (Zoom, MS Teams), and connectivity tools (VPN, broadband, 5G, LAN/WAN, Wi-Fi); conduct planned preventative maintenance with vendors to resolve recurring issues; design, install, and maintain workplace hardware and workstations; onsite travel between Corporate Office, Stores, Warehouse, and CADF.\n\nVendor & Partner Management: Oversee external technology vendors to ensure KPIs and SLAs; manage vendor resources for operational projects, installations, and decommissions; collaborate with Service Desk, NOC, Network Engineering, and Service Operations teams.\n\nOperations & Reporting: Maintain compliance with risk, security, and change policies; provide regular reporting on EUC operations, vendor performance, and status updates; support budgeting for territory-related OPEX and technology asset lifecycle, including procurement.\n\nContinuous Improvement & Leadership: Identify and implement methods to improve EUC team efficiency and effectiveness; analyze ticket data and user feedback to address recurring issues; mentor and coach Workplace Associates, acting as an escalation point; collaborate with leadership to adopt innovative technologies and streamline processes.\n\nCustomer Experience: Serve as regional point of contact for escalations, ensuring timely resolution; build trust and maintain close working relationships with stakeholders across the business; contribute to employee NPS by delivering proactive, reliable, and customer-focused service.\n\nStore Openings, Closures & Renovations: Support workplace technology activities for new store openings, closures, relocations, and renovations, ensuring all required IT equipment, connectivity, POS devices, printers, scanners, handhelds, and related workplace technology are prepared, installed, tested, recovered, or decommissioned as required; coordinate with Retail Operations, Store Planning, Projects, vendors, Service Desk, Network, and other Tech teams to ensure technology readiness, clear ownership of actions, timely escalation of blockers, and smooth handover during go-live, closure, or renovation milestones.\n\nE-Invoicing / E-Receipt Support: Support E-Invoice and E-Receipt incidents and requests by ensuring correct categorization, country/location selection, routing, prioritization, and escalation based on business impact and country-specific requirements; assist with operational issues related to invoice integration, GS1, invoice extraction, receipt processing, and other related workflows, while working with Service Management and ITSM teams to improve routing logic, subcategory-based priority rules, and reporting visibility.