IT Support Engineer Deskside/IT Infrastructure-Join Lenovo

Position Overview

Lenovo is seeking two highly skilled IT Support Engineers to deliver exceptional on-site technical services at our state-of-the-art manufacturing facility in Riyadh, Saudi Arabia. These roles are integral to maintaining seamless IT operations and ensuring optimal productivity for our workforce. The positions are divided into two specialized functions: IT Support Engineer – Deskside and IT Support Engineer – Infrastructure. Successful candidates will be employed by our company but will be assigned to provide dedicated support to Lenovo’s facility as the primary end client. The work location is Building 8791, 105th Street, Special Integrated Logistics Zone, Riyadh 13442, Postal Code 13442, Saudi Arabia.

IT Support Engineer – Deskside

This role is designed for professionals with at least one year of experience in providing hands-on IT support directly to end users. The Deskside Engineer serves as the first line of defense for resolving complex hardware, software, and peripheral issues that cannot be addressed remotely. The position requires a proactive approach to troubleshooting, ensuring minimal disruption to daily operations while delivering outstanding customer service.

Key Responsibilities:

• Provide on-site Level 2 deskside support for end users, including desktops, laptops, monitors, printers, and peripherals.
• Diagnose, troubleshoot, and resolve hardware and software issues in a timely and professional manner, adhering to established service level agreements (SLAs).
• Execute IMACD activities (Install, Move, Add, Change, De-install) for end-user devices to ensure seamless transitions and operational continuity.
• Support operating system installations, reimaging, encryption, driver installations, and application deployments to maintain system integrity and security.
• Manage incident and service request tickets through the ITSM/ticketing system, providing regular status updates to users and stakeholders.
• Escalate unresolved or complex issues to Level 3 support teams or specialized groups as necessary, ensuring timely resolution.
• Facilitate user onboarding and offboarding processes, including device setup, access provisioning, and readiness checks.
• Contribute to the knowledge base by documenting recurring issues, workarounds, and solutions to enhance team efficiency and reduce resolution times.
• Coordinate with third-party vendors for hardware repairs, replacements, and warranty cases to minimize downtime.
• Ensure compliance with security protocols, IT policies, and SLAs throughout all support activities.

Technical Skills & Requirements:

• Strong knowledge of Windows operating systems (Windows 10/11) and Office productivity tools.
• Hands-on experience with desktop/laptop hardware and peripherals, including troubleshooting and repair.
• Proficiency in device imaging and deployment tools (e.g., SCCM/endpoint tools) and familiarity with Active Directory basics (domain joining, user/group support).
• Understanding of ITIL/ITSM processes and best practices for incident, problem, and change management.
• Excellent troubleshooting, communication, and customer service skills to interact effectively with technical and non-technical stakeholders.
• Ability to work independently in a fast-paced, on-site support environment with minimal supervision.

Soft Skills & Competencies:

• Strong analytical and problem-solving abilities to identify root causes and implement effective solutions.
• Effective communication skills to convey technical information clearly to diverse audiences.
• Ability to prioritize and manage multiple tasks efficiently while maintaining high attention to detail.
• Proactive ownership mindset with a commitment to continuous improvement and learning.
• Collaborative approach to working within a small team and a broader global support network.
• Adaptability to multicultural environments and willingness to support diverse business requirements.

Education & Language Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Fluent proficiency in English, both written and verbal.
• Proficiency in Mandarin (oral) and/or Arabic (oral) is considered a plus but not mandatory.

IT Support Engineer – Infrastructure

This position requires a minimum of two years of experience in IT infrastructure support and is responsible for maintaining the critical IT systems that underpin Lenovo’s operations in Riyadh. The Infrastructure Engineer ensures the reliability, security, and performance of managed applications, systems, and IT infrastructure, while acting as a key liaison between the local business and IT teams. This role plays a pivotal part in driving IT-related projects, managing system outages, and delivering monthly service reports to stakeholders.

Key Responsibilities:

• Ensure the continuous operation of critical IT-managed applications and infrastructure components.
• Deliver support services in alignment with IT Service Level Agreements (SLAs) to meet or exceed business KPIs and operational targets.
• Support IT-related change requests and projects that impact local or regional business operations, including infrastructure upgrades, data warehouse systems (DWS), applications, and security enhancements.
• Act as the primary IT ambassador for the local business, representing IT interests and fostering strong relationships with stakeholders.
• Prepare and deliver monthly service reports to business stakeholders, highlighting performance metrics, incident trends, and areas for improvement.
• Manage and resolve system outages, performing root cause analysis to prevent recurrence and minimize business impact.
• Collaborate with global IT teams to implement best practices, standardize processes, and drive continuous improvement initiatives.
• Provide exceptional customer service to end users, addressing their IT needs with professionalism and efficiency.
• Participate in IT-related projects, including infrastructure deployments, security audits, and compliance assessments.
• Monitor system performance and proactively identify potential issues to ensure optimal uptime and reliability.

Technical Skills & Requirements:

• Proven experience in supporting IT infrastructure, including servers, networks, storage, and virtualization platforms.
• Strong understanding of IT service management frameworks, such as ITIL, and their application in real-world scenarios.
• Hands-on experience with system monitoring tools, backup solutions, and disaster recovery processes.
• Familiarity with network protocols, security principles, and compliance standards (e.g., ISO 27001, GDPR).
• Ability to troubleshoot complex infrastructure issues and implement corrective actions.
• Experience with change management processes and participation in IT governance initiatives.

Soft Skills & Competencies:

• Exceptional problem-solving and analytical skills to diagnose and resolve infrastructure-related challenges.
• Strong communication and stakeholder management abilities to convey technical information to non-technical audiences.
• Proactive mindset with a focus on risk mitigation, performance optimization, and service excellence.
• Collaborative approach to working with cross-functional teams, including vendors, global IT teams, and business stakeholders.
• Ability to work under pressure in a dynamic environment while maintaining high standards of professionalism.
• Adaptability to evolving technologies and business requirements.

Education & Language Requirements:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Fluent proficiency in English, both written and verbal.
• Proficiency in Mandarin (oral) and/or Arabic (oral) is considered advantageous but not mandatory.