Role Overview:As a Site Infrastructure Support Engineer, you play a critical role in ensuring the stability, availability, and performance of IT services across Stores, Office, Supply Chain, and operations. The role is responsible for providing advanced technical support, proactively managing IT infrastructure, and coordinating with internal teams and third-party vendors to ensure timely resolution of issues. You will act as a key point of contact for end users and stakeholders, delivering high-quality support while maintaining strong service levels. This position requires strong technical expertise in POS systems, IT infrastructure and networking, along with the ability to analyze issues, take ownership, and drive them to resolution efficiently. The role also focuses on asset management, preventive maintenance, and continuous service improvement, ensuring minimal downtime and uninterrupted business operations. You are expected to demonstrate flexibility to support multiple locations Onsite/remotely, while maintaining excellent communication, customer service, and collaboration skills. Key Responsibilities:Supporting Office, Supply Center and approximately 95 Domino’s/Dunkin stores. Coordinate and support new store IT setup, testing, and rollout activities Ensure high availability and uptime of critical business systems and operations Monitor and maintain stable network connectivity across all locations Handle incident management, including analysis, prioritization (SLA), escalation, and resolution Perform root cause analysis (RCA) and drive continuous improvement to reduce recurring incidents Plan and implement preventive maintenance to ensure system stability Maintain backup and recovery coordination for critical systems when required Ensure effective communication and timely updates to stakeholders during incidents Maintain and update IT documentation, knowledge base, and operational guidelines Support user onboarding and offboarding (accounts, devices, and access management) Provide end-user support, training, and guidance, ensuring high customer satisfaction Supporting as Help Desk in offices. Supporting as Network Team in offices. Maintain inventory and lifecycle management of IT assets for stores and offices Coordinate with third-party vendors for support, maintenance, and issue resolution Handle IT procurement-related activities, including follow-up and SSF creation Demonstrate proficiency in ticketing systems and service management tools Assist team members and contribute to overall team performance and service delivery Behavioral Competencies:Highly self-motivated with excellent time management and organizational abilities. Demonstrates a strong sense of urgency, ownership, and accountability. Maintains a high level of attention to detail and quality in all tasks. Strong interpersonal and communication skills, able to effectively interact with end users and stakeholders. Functional / Technical Competencies:Ability to work independently with minimal supervision, demonstrating strong ownership and accountability. Ability to analyze, troubleshoot, and clearly articulate technical issues to both technical teams and business stakeholders. Qualifications & Experience:Minimum Qualifications/education Bachelor’s degree in Computer Science, Information Technology, or a related discipline. ITIL certification is considered an advantage Minimum experience2–4 years of relevant experience in Retail or QSR (Quick Service Restaurant) IT environments. Others Valid Egyptian driver’s license. Willingness to travel between store locations as required