Information Technology Field Engineer

Position Overview

We are seeking a proactive and technically adept Information Technology Field Engineer to join our dynamic IT support team. The successful candidate will play a pivotal role in delivering high-quality technical assistance to end users while ensuring the seamless operation of desktop, laptop, printer, and enterprise application environments. This position is ideal for individuals who thrive in problem-solving scenarios and are committed to providing exceptional customer service through effective troubleshooting and resolution of technical issues.

Key Responsibilities

The Information Technology Field Engineer will be responsible for a wide range of duties, including:

• First-Line Technical Support: Deliver prompt and efficient technical assistance for desktops, laptops, printers, and other end-user devices, ensuring minimal disruption to daily operations.
• Troubleshooting and Resolution: Diagnose and resolve hardware, software, operating system, and basic network-related issues to restore functionality and enhance user productivity.
• Enterprise Application Support: Provide expert guidance and support for enterprise applications, addressing user inquiries and resolving application-related incidents to maintain operational efficiency.
• Incident and Request Management: Log, track, and manage incidents and service requests using the organization’s ITSM tool, ensuring accurate documentation and timely resolution in alignment with defined service level agreements (SLAs).
• Escalation Management: Identify complex technical issues that require escalation and collaborate with specialized support teams to achieve comprehensive resolutions.
• Hardware and Software Maintenance: Install, configure, and maintain IT hardware and software solutions to ensure optimal performance and reliability across the organization.
• Documentation and Reporting: Maintain meticulous records of incidents, resolutions, and support activities to facilitate knowledge sharing and continuous improvement within the IT team.
• Customer-Centric Support: Deliver professional, courteous, and solution-oriented technical support to end users, fostering a positive and productive work environment.

Qualifications and Requirements

To excel in this role, candidates must meet the following criteria:

• Educational Background: A Bachelor’s degree in Computer Science, Information Technology, or a related field is strongly preferred.
• Professional Experience: A minimum of 2–3 years of hands-on experience in IT support, desktop support, or field support roles, with a proven track record in troubleshooting and resolution.
• Technical Proficiency: In-depth knowledge of Windows operating systems, including desktop and laptop troubleshooting, as well as experience supporting printers and enterprise applications. Familiarity with basic networking concepts is essential.
• Tool Proficiency: Experience with ITSM/service desk tools for incident and request management, ensuring efficient tracking and resolution of support tickets.
• Soft Skills: Exceptional troubleshooting, problem-solving, and communication skills, enabling effective collaboration with users and technical teams alike.
• Work Ethic: Demonstrated ability to prioritize tasks, manage time effectively, and work independently in a fast-paced environment while maintaining high standards of professionalism.
• Eligibility: Saudi nationals are strongly encouraged to apply.