2nd Level Support Engineer (Jordan)

About the role

We are looking for a proactive 2nd Level Support Engineer to ensure the smooth operation of our retail IT environment across the head office and fuel stations in Jordan. You will be the technical point of contact for system issues, user queries, and third‑party integrations.

Key responsibilities

• Diagnose, troubleshoot and resolve application, user and system incidents.
• Maintain high performance of retail systems, including POS and back‑office platforms.
• Provide day‑to‑day support for MS SQL Server‑based databases.
• Assist users at the head office and fuel stations, delivering training on system functionalities when needed.
• Collaborate with vendors and external support teams to resolve third‑party system problems.
• Participate in on‑call and shift rotations to deliver after‑hours support.

Required profile

• Minimum 3 + years of experience in IT support, preferably in retail or distributed environments.
• Strong leadership qualities and the ability to manage high‑pressure incident responses.
• Self‑motivated, detail‑oriented and capable of working independently.

Required skills

• Infrastructure support: networking, servers, storage, cloud and security.
• Experience with POS systems and bank terminals.
• Implementation, testing, configuration, troubleshooting and support of applications.
• SQL query writing, MS SQL Server administration and scripting.
• Understanding of web services, APIs and IP‑based protocols.
• Knowledge of networking protocols, firewalls, VPNs and network management tools.