Information Technology Support Engineer

About FutureSoft (FS)

FutureSoft (FS) is a globally recognized information technology company with a robust operational footprint spanning EMEA, India, and the USA. Through a dynamic network of business alliances and affiliated entities, FS enhances its consulting and outsourcing capabilities, delivering tailored solutions that empower clients across diverse industries to modernize and optimize their business processes. The company is dedicated to achieving excellence in service delivery, ensuring high-quality outcomes that foster customer satisfaction. FS maintains strategic partnerships with leading software providers to align with evolving client needs and long-term strategic objectives.

Role Overview

The Information Technology Support Engineer is a full-time, on-site position based in Dammam, Saudi Arabia. This role is pivotal in providing comprehensive technical and help desk support to internal stakeholders and external clients. The engineer will be responsible for resolving a wide range of hardware, software, and network-related issues, ensuring minimal disruption to business operations. Key responsibilities include monitoring system performance, executing routine maintenance tasks, and assisting with system administration duties such as user account management and configuration adjustments. The engineer will also play a critical role in troubleshooting incidents, documenting resolutions, and escalating complex issues to senior IT personnel when required. Additionally, the role involves collaborating closely with IT team members and business stakeholders to enhance IT processes and elevate the overall user experience. A commitment to continuous improvement and proactive problem-solving is essential.

Key Responsibilities

• Provide day-to-day technical support and help desk assistance to internal users and clients, both in-person and remotely.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues efficiently and effectively.
• Monitor system performance and conduct routine maintenance to ensure optimal functionality and reliability.
• Assist with system administration tasks, including user account management, configuration changes, and access provisioning.
• Document incident resolutions, maintain knowledge bases, and contribute to process improvements.
• Escalate complex technical issues to senior IT staff or third-party vendors as necessary, ensuring timely resolution.
• Collaborate with cross-functional teams to support business objectives and enhance IT service delivery.
• Adhere to ITIL or similar support frameworks to maintain high standards of service management.
• Provide clear and concise technical guidance to non-technical users, fostering a positive user experience.

Qualifications and Skills

To excel in this role, candidates should meet the following requirements:

• Proven experience in technical support and help desk operations, including ticket management and user assistance.
• Strong knowledge of information technology and system administration, encompassing operating system management, user account administration, and basic network configuration.
• Demonstrated proficiency in troubleshooting hardware, software, and connectivity issues with a methodical approach.
• Excellent communication and interpersonal skills, with the ability to convey technical information clearly and effectively to non-technical audiences.
• Familiarity with enterprise IT environments and adherence to ITIL or similar support frameworks is highly beneficial.
• A diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience, is preferred.
• Professional certifications such as CompTIA A+, Network+, or Microsoft/Windows-related credentials are advantageous.
• Willingness to work on-site in Dammam, manage multiple priorities, and maintain a customer-focused approach to problem-solving.
• Proficiency in Arabic is preferred; however, fluency in English is mandatory.
• Ability and willingness to relocate within the Kingdom of Saudi Arabia as required.

Why Join FutureSoft?

FutureSoft offers a dynamic and collaborative work environment where professionals can grow their careers while making a tangible impact on global clients. The company is committed to fostering innovation, continuous learning, and professional development. Employees benefit from competitive compensation packages, opportunities for career advancement, and the chance to work with cutting-edge technologies. If you are a motivated IT professional seeking a challenging role in a supportive and forward-thinking organization, FutureSoft invites you to apply and become part of its success story.