IT Support Engineer

Join JBS Customer Service as an IT Support Engineer in Riyadh, KSA

At JBS Customer Service (JCS), we are a cornerstone of Jaffer Business Systems, a leader in delivering cutting-edge technology solutions with over 37 years of industry expertise. Our mission is to empower businesses with seamless IT infrastructure, ensuring operational excellence through robust project management, service level agreements (SLAs), and managed services. As an integral part of our team, you will contribute to maintaining the highest standards of reliability, responsiveness, and innovation in IT support across Pakistan’s most extensive countrywide network.

We are seeking a proactive and detail-oriented IT Support Engineer to join our team in Riyadh, KSA, on a full-time, onsite basis. In this dynamic role, you will play a pivotal part in ensuring the smooth operation of our IT environment, supporting both employees and clients with technical expertise and problem-solving skills. This position is ideal for an individual passionate about technology, committed to delivering exceptional service, and eager to grow within a forward-thinking organization.

Key Responsibilities

As an IT Support Engineer at JBS Customer Service, your responsibilities will include:

• Technical Support and Troubleshooting: Provide end-to-end IT support by resolving hardware, software, network, printer, and peripheral issues within agreed SLAs. Utilize your expertise to diagnose and resolve complex technical challenges, ensuring minimal disruption to business operations.
• User Account and Device Management: Set up, configure, and maintain desktop and laptop systems, including user accounts for new hires and departing employees. Ensure seamless transitions and maintain up-to-date documentation for all IT assets.
• On-Site and Remote Assistance: Offer both on-site and remote troubleshooting for end-users, escalating unresolved issues to the appropriate teams or vendors as needed. Act as the first point of contact for technical inquiries, providing timely and effective solutions.
• Infrastructure Maintenance: Monitor and maintain office IT infrastructure, including LAN/Wi-Fi networks, printers, video-conferencing equipment, and audio-visual systems in meeting rooms. Ensure all hardware and software components are functioning optimally to support daily operations.
• Access Administration: Administer user access across core systems, including email, Active Directory/Azure AD, VPN, and business applications. Maintain security protocols and ensure compliance with organizational policies.
• Server and Security Support: Perform basic server maintenance, backup procedures, and endpoint security checks. Flag any anomalies or potential security threats to senior IT staff for further investigation and resolution.
• Asset and Documentation Management: Maintain an accurate asset register and comprehensive documentation for hardware, software licenses, and configurations. Ensure all records are up-to-date and easily accessible for audits and reporting.
• Training and Documentation: Assist with IT-related onboarding and induction sessions, providing guidance and support to new employees. Develop simple user guides for common issues to empower end-users and reduce dependency on IT support.
• Project Support: Contribute to IT projects such as system rollouts and upgrades, ensuring smooth implementation and minimal downtime. Collaborate with cross-functional teams to achieve project goals and enhance overall IT infrastructure.

Required Skills and Qualifications

To excel in this role, you should possess the following skills and qualifications:

• Technical Proficiency: Extensive knowledge of Windows and macOS desktop administration, including imaging and troubleshooting. Experience with Active Directory/Azure AD, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), and mobile device management for device enrollment and policy enforcement.
• Networking and Security: Solid understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting. Familiarity with endpoint security, antivirus tools, and data backup practices.
• Hardware Expertise: Ability to diagnose and repair desktops, laptops, printers, and peripherals. Experience with hardware diagnostics and maintenance to ensure optimal performance.
• Helpdesk and Ticketing Systems: Hands-on experience with ticketing/helpdesk systems and asset management tools to efficiently track and resolve support requests.
• Education and Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field. 1-3 years of experience in IT support, helpdesk, or desktop support roles, preferably in a corporate setting. Prior experience supporting Microsoft 365 and Windows/macOS environments is highly advantageous.

If you are a skilled IT professional with a passion for delivering top-tier technical support and a commitment to continuous improvement, we invite you to be part of our dynamic team at JBS Customer Service. Join us in driving innovation and ensuring seamless IT operations for our valued clients.