Associate IT Service Desk Engineer

The Associate IT Service Desk Engineer is responsible for supporting employees with all IT-related technical support issues. This role involves diagnosing hardware or software issues, providing effective assistance, and maintaining strong customer relationships. The ideal candidate should be knowledgeable in a wide range of Information Technology policies and procedures, exhibiting the maturity and reliability necessary for accurate and consistent user support.

Location: Riyadh, Saudi Arabia
Work Conditions: On-site, Full-time

Key Responsibilities:

• Maintain services by measuring and monitoring availability, latency, and overall system health, troubleshooting issues, and analyzing system performance.
• Respond promptly to service issues and requests to ensure a high level of service availability.
• Diagnose server or network alerts, events, and issues, communicating with relevant product teams immediately.
• Proactively support the application infrastructure technology estate to reduce service risk and inefficiencies.
• Conduct investigations and offer technical assistance to resolve problems.
• Develop training materials and train users on hardware and software usage.
• Provide L1 support in response to user requests.

Qualifications:

• Preferred Qualifications: A tertiary-level qualification from an internationally recognized institution.
• Experience: 3 to 5 years of relevant experience, demonstrating competency in delivering technical tasks. Project implementation experience is advantageous, along with past technical supervision of junior staff.

Technical Competencies:

• Customer Service Management
• Data Mining & Modeling
• Help Desk Support
• Troubleshooting

Behavioral Competencies:

• Strong Communication Skills
• Flexibility
• Learning Agility
• Analytical Skills

Language Requirements: Not specified.