IT Local Support Engineer

Job Overview

We are seeking a skilled and proactive IT Local Support Engineer to join our team in Riyadh, Saudi Arabia. In this pivotal role, you will serve as the primary point of contact for IT infrastructure support, ensuring seamless operations and high availability of critical business applications and systems. Your responsibilities will encompass maintaining IT infrastructure, resolving technical issues, and delivering exceptional service to end-users while adhering to defined Service Level Agreements (SLAs). This position requires a strong technical foundation, excellent problem-solving skills, and the ability to collaborate effectively with both local and global teams to meet organizational objectives.

Key Responsibilities

• Maintain Critical IT Systems: Ensure the uninterrupted operation of managed applications and IT infrastructure, addressing system outages and performing routine maintenance to uphold business continuity.
• Deliver SLA-Compliant Support: Provide timely and efficient support services to end-users, resolving technical issues and escalating complex problems as needed to meet IT and business Key Performance Indicators (KPIs).
• Support IT Projects and Changes: Participate in IT-related projects and change requests that impact local or regional business operations, including infrastructure upgrades, application deployments, and security enhancements.
• Act as IT Focal Point: Serve as the primary IT liaison for the business, delivering monthly service reports to management and ensuring alignment with business expectations and satisfaction levels.
• Maintain IT Documentation: Develop, update, and maintain technical documentation, Standard Operating Procedures (SOPs), and knowledge articles to ensure knowledge continuity and compliance with IT standards.
• Ensure Compliance and Security: Adhere to IT policies, security standards, and audit requirements, implementing best practices to safeguard the organization’s digital assets and data integrity.
• Troubleshoot and Resolve Issues: Diagnose and resolve hardware, software, and networking issues across diverse platforms, including Windows clients, servers, Linux systems, and mobile devices.
• Support Printing and Peripheral Devices: Maintain and troubleshoot printing services, including label and laser printers, to ensure seamless document processing and operational efficiency.

Technical Skills and Qualifications

To excel in this role, candidates must possess a blend of technical expertise and soft skills. The ideal candidate will have:

• Operating Systems: Intermediate proficiency in Microsoft Windows clients and servers, basic knowledge of Active Directory services, and familiarity with Linux systems.
• Networking: Intermediate-level understanding of computer networking principles and protocols.
• Productivity Tools: Basic experience with Microsoft 365 applications and Android devices.
• Troubleshooting: Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Methodologies: Familiarity with ITIL processes and Agile methodologies to support structured and iterative IT service delivery.
• Cybersecurity: Basic knowledge of IT cybersecurity principles, including application security and access management.

Soft Skills and Competencies

• Communication: Ability to convey technical information clearly and effectively to both technical and non-technical stakeholders.
• Problem-Solving: Strong analytical mindset with the capacity to prioritize and manage multiple tasks in a fast-paced environment.
• Collaboration: Proven ability to work within a small local team and collaborate with global counterparts to meet customer requirements.
• Adaptability: Willingness to learn and adapt to new technologies, applications, and evolving business needs.
• Ownership: Demonstrated commitment to taking ownership of issues and delivering high-quality solutions with attention to detail.
• Cultural Awareness: Ability to thrive in a multicultural and collaborative work environment.

Education and Language Requirements

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

If you are a motivated IT professional looking to make a significant impact in a dynamic and supportive environment, we encourage you to apply for this exciting opportunity. Join our team and contribute to the seamless operation of critical business systems while advancing your career in a global setting.