The job role of an IT Service Desk Engineer is responsible for supporting employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships. The ideal candidate must be knowledgeable in a broad, constantly evolving assortment of Information Technology policies and procedures and must possess the maturity and reliability to provide user support accurately and consistently. This role involves IT troubleshooting and problem-solving wherever possible, taking ownership of calls and researching solutions while also being involved in testing applications on new desktop builds.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyze system performance.
- Respond to alarms/alerts promptly to service issues and requests.
- Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues.
- Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations.
- Proactively support the underlying application infrastructure technology estate, reducing service risk, inefficiencies, problems, and bugs.
- Ensure required reactive and proactive activities are undertaken to ensure the SRE team contributes to successfully meeting SLAs in relation to service availability.
- Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Develop training materials and procedures, and/or train users in properly using hardware and software. Respond to user requests and provide L1 support.
Qualifications
- A tertiary-level qualification from an internationally recognized institution.
- Recommended to have 3 to 5 years of equivalent experience where required competencies and experience have been demonstrated.
- An experienced professional who can deliver on difficult technical tasks and has project implementation experience.
- Self-sufficient at work and has been provided technical supervision to junior staff in the past while managing small project responsibilities.
Technical Competencies
- Customer Service Management
- Data Mining & Modelling
- Help Desk Support Troubleshooting
Behavioral Competencies
- Communication
- Flexible
- Learning Agility
- Analytical Skills
Location
Riyadh, Saudi Arabia
