We are seeking a proactive and customer-focused ITSM Support Engineer (Level 1) to join our IT Service Management team. In this role, you will serve as the first point of contact for technical support requests, ensuring smooth resolution of issues and delivering high-quality service to internal users across various communication channels.
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Location: Riyadh, Saudi Arabia
Employment Type: Full Time
Work Conditions: On-site
Key Responsibilities:
- Request Management: Handle incoming support requests through Jira Service Management, ensuring timely resolution based on priority. Escalate complex issues to the appropriate second-line support teams when necessary.
- User Support via Slack: Respond politely and efficiently to inquiries in both general and direct message channels. Guide users to the appropriate forms on the ITSM portal for request submissions. Provide status updates on existing tickets, monitor SLAs, and address overdue requests when applicable.
- Access and Setup Support: Facilitate access provisioning to internal systems and services. Assist users with software installations, hardware setups, and general troubleshooting.
- Diagnostics and Issue Resolution: Perform initial diagnostics of software and hardware issues remotely using tools like TeamViewer, Zoom, and Google Meet. If the issue cannot be resolved at Level 1, collect comprehensive details and escalate to the relevant technical team.
- Shift Handover and Reporting: Maintain accurate records of all tasks handled during the shift. Provide end-of-shift reports, highlighting resolved tasks, ongoing issues, and any items requiring follow-up by the next shift.
Skills, Knowledge, and Expertise:
- Fluent in English
- Strong ability to follow detailed instructions and established procedures with precision.
- Proven capability to analyze and resolve unfamiliar technical problems independently.
- Confident user of both Windows and macOS operating systems.
- Hands-on experience with Jira Service Management for handling service requests and incidents.
- Proficient in Slack for internal communication and support handling.
- Skilled in using Google Workspace (Gmail, Docs, Calendar) in a business environment.
- Previous experience in a technical support role is required.
- Ability to efficiently navigate and manage various internet services, including user registration and account management.
- Basic understanding of webhooks, JSON, and REST APIs for working with integrations and automated processes.
- Prior experience working as a System Administrator.
- Familiarity with ITSM best practices and frameworks (such as ITIL).
