Helpdesk Support Engineer – L1

Position Overview

We are seeking a dedicated and proactive Helpdesk Support Engineer – L1 to join our dynamic IT team at Change Information Technology in Jeddah. This role is pivotal in providing exceptional technical assistance to our clients, ensuring seamless resolution of IT-related issues while maintaining high standards of service excellence. The ideal candidate will serve as the first point of contact for users, diagnosing and troubleshooting problems efficiently to minimize downtime and enhance productivity. This position offers a unique opportunity to contribute to the technological infrastructure of a forward-thinking organization while developing valuable skills in a fast-paced environment.

Key Responsibilities

• First-Level Support: Respond to and resolve technical issues via phone, email, or ticketing systems, adhering to established SLAs (Service Level Agreements) to ensure timely resolution.
• Troubleshooting: Diagnose hardware, software, and network-related problems, including operating systems, applications, peripherals, and connectivity issues, while escalating complex cases to higher support tiers when necessary.
• User Assistance: Provide clear, step-by-step guidance to end-users on resolving common IT issues, including account management, password resets, and system configurations, ensuring minimal disruption to business operations.
• Incident Management: Log, track, and document all support requests in the IT service management system, maintaining accurate records of incidents, resolutions, and follow-ups to facilitate continuous improvement.
• Hardware & Software Support: Assist with the setup, configuration, and maintenance of IT equipment, including laptops, desktops, printers, and mobile devices, ensuring optimal performance and compliance with company standards.
• Collaboration & Escalation: Work closely with L2/L3 support teams, vendors, and internal stakeholders to resolve escalated issues, ensuring a seamless handover and minimizing resolution times.
• Knowledge Management: Contribute to the development and maintenance of internal knowledge bases, FAQs, and troubleshooting guides to empower users and reduce recurring support requests.
• Security & Compliance: Adhere to IT security policies and procedures, including data protection and access control, while assisting users in maintaining secure computing environments.
• Customer Service Excellence: Deliver a high level of customer service, demonstrating patience, empathy, and professionalism in all interactions to foster positive user experiences and build long-term relationships.

Qualifications & Skills

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent work experience in IT support.
• Technical Proficiency: Strong understanding of Windows and macOS operating systems, Microsoft Office Suite, and common IT peripherals. Familiarity with Active Directory, VPNs, and basic networking concepts is highly desirable.
• Certifications: CompTIA A+, ITIL v4 Foundation, or Microsoft Certified Desktop Support Technician (MCDST) are advantageous but not mandatory.
• Experience: Minimum of 1-2 years of hands-on experience in a helpdesk or technical support role, with a proven track record of resolving IT issues efficiently.
• Soft Skills: Excellent communication, problem-solving, and organizational skills. Ability to work independently and collaboratively in a team-oriented environment.
• Language Proficiency: Fluency in English and Arabic is required to effectively communicate with a diverse user base.

Work Environment & Benefits

Join a collaborative and innovative team where your contributions are valued and growth opportunities abound. As a Helpdesk Support Engineer – L1 at Change Information Technology, you will benefit from:

• A competitive salary package commensurate with experience and industry standards.
• Comprehensive health and dental insurance coverage.
• Opportunities for professional development, including training programs and certifications.
• A supportive work culture that encourages work-life balance and fosters career advancement.
• Access to cutting-edge technologies and tools to enhance your technical expertise.

How to Apply

If you are a motivated IT professional looking to make a tangible impact in a dynamic organization, we encourage you to apply. Please submit your updated resume, along with a cover letter highlighting your relevant experience and qualifications, to our HR department. We look forward to reviewing your application and potentially welcoming you to our team.