Information Technology Specialist

Kitopi is a creator of magical food experiences—we discover, create, and curate homegrown brands from the region, for the region.With a purpose to satisfy the world’s appetite to create joy, Kitopi owns and operates a diverse portfolio of over 200+ brands. These brands are either created, discovered, or curated with their customers in mind.Launched in Dubai, UAE, in January 2018, Kitopi has grown to become one of the greatest success stories in the food tech space. By July 2021, Kitopi achieved Unicorn status, becoming the fastest company in the MENA region to reach this milestone.Kitopi’s growth has been fueled by its innovative and scalable software solutions. Kitopi’s kitchens are powered by its proprietary Smart Kitchen Operating System (SKOS), an in-house suite of applications that optimizes cloud kitchen operations in real-time. As part of its growth roadmap, technological innovation, data science, artificial intelligence, and robotics will take center stage as Kitopi continues to reinvent the food industry and remain the leading food company in the region.With over 6,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar. It also operates its Customer Experience Center in Amman, Jordan, and its Engineering Hub in Krakow, Poland.Job Summary:The IT Specialist is responsible for providing Level 2 technical support and ensuring the smooth operation of IT systems, network connectivity, and Microsoft services across Kitopi’s locations.The role supports day-to-day business technology needs through troubleshooting, system monitoring, vendor coordination, technical assessments, and continuous service improvement. The ideal candidate is proactive, service-oriented, and able to communicate technical solutions clearly to different stakeholders.What You'll DoProvide Level 2 technical support for IT infrastructure, end-user devices, Microsoft 365, and network services.Diagnose and resolve hardware, software, network, Wi-Fi, VPN, CCTV, and internet connectivity issues.Monitor IT systems and networks to identify and resolve potential issues proactively.Manage incidents and service requests in line with agreed service-level agreements.Support the administration of Microsoft 365 services, including Entra ID, Intune, Microsoft Teams, and SharePoint.Coordinate with internet service providers, technology vendors, and external service providers.Liaise with business stakeholders to understand technical requirements and provide appropriate guidance.Assess new technology requests and provide technical recommendations.Support IT projects through implementation, testing, and operational support.Create and maintain standard operating procedures, technical documentation, and knowledge-base articles.Follow IT service management processes and maintain accurate ticket and service records.Ensure compliance with IT policies, standards, and operational procedures.Identify opportunities to improve IT services, processes, and the end-user experience.What We’re Looking ForBachelor’s degree in Information Technology, Computer Science, or a related field.4+ years of experience in IT support, infrastructure, or operations.Strong troubleshooting and networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs, and Wi-Fi.Hands-on experience with Microsoft 365; knowledge of Entra ID, Intune, Teams, and SharePoint is preferred.Strong communication, stakeholder management, and documentation skills.Customer-focused, proactive, and able to manage multiple priorities.Microsoft or networking certifications such as CCNA or Fortinet are preferred.ITIL or PMP certification is an advantage.Benefits- Extensive learning opportunities with hard and soft skill training to help you improve and challenge yourself.- Be involved in customized workshops run by the Kitopi Academy.- Have the chance to work in an international, diverse, and inclusive environment.- Become part of one of the most caring communities out there.- Free and unlimited access to a nutritionist.- No Dress Code! (T&C applies).- The famous team activities and social events bursting with fun- Inclusive private health insurance.- Up to 50% discount on Kitopi brands.- Annual leave as per the company policy.Additionally, we offer:- Wellness spaces designed for mothers inclusive for all.- Monthly well-being programs to nurture your mental and physical health.- Informative and empowering webinars to support your growth.- Social Thursdays and Fridays across markets to gather and connect with colleagues.Recruitment Process and TimelineFirst, you apply, and our talent attraction team will review your profile. If your profile matches our requirements, you will receive a link to schedule a meeting with a recruiter at your convenience. This meeting is an opportunity for you to share more about yourself and for us to get to know you better.If you are shortlisted, you will meet with our hiring managers. Depending on the role and its requirements, you may need to attend 2-3 interview rounds. These rounds could include a case study, role-play, trial assignment, or live coding session, which will be communicated to you in the initial conversation.Upon successful completion of the interview rounds, your recruiter will contact you to discuss the offer. We aim to complete this process within 2-3 weeks.So, what does it really mean to work at Kitopi?We are constantly striving to make Kitopi the best place to work, by empowering you to be the best version of yourself every day. Our company values act as our guiding principles to help ensure that everyone feels safe, included, and like they truly belong.Kitopi is an equal-opportunity employer. While we currently operate in 6 countries, we are over 70 different nationalities of talented Kitopians. Whether you are a seasoned professional, a recent graduate, or someone looking to return to the workforce after a break, we encourage you to apply. We celebrate rich diverse backgrounds, lifestyles, and cultures and have a 0-tolerance policy towards racism, bigotry, and hate. Please apply if you see a position that makes your heart skip a beat and help us build a company that we are all proud to work for.Customer-obsessed and tech-enabled, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.