IT Operations is the frontline connection between IT@the company and our global user community, delivering local and remote support that ensures colleagues have seamless access to the technology and systems they need to work efficiently. This mid-level role is for experienced IT professionals who excel in delivering high-quality technical support directly to end users across varied environments. As an IT Support Engineer, you are a frontline troubleshooter and a strategic contributor to the broader support framework.
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Location
Riyadh, Riyadh Region, Saudi Arabia
Key Responsibilities
- Provide expert-level technical assistance across Windows, macOS, and mobile platforms, ensuring seamless user experiences by resolving complex device, application, and connectivity issues both onsite and remotely.
- Take ownership of persistent or high-impact technical problems, collaborating with infrastructure and application teams to escalate and resolve issues efficiently.
- Maintain and enhance video conferencing systems, network connectivity, and shared office technologies, ensuring they are reliable, user-friendly, and aligned with hybrid work needs.
- Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions, providing input on planning, implementation, and post-deployment support.
- Create and refine internal documentation, SOPs, and troubleshooting guides, contributing to team knowledge bases and mentoring peers.
- Travel occasionally to regional offices to deliver hands-on support and ensure consistent service standards across locations.
Skills & Competencies
- Advanced troubleshooting of complex technical issues across platforms with a structured problem-solving approach.
- Proficiency in macOS administration, including user account management and software deployment.
- Collaboration with the Security Operations Centre to uphold high standards of endpoint and data security.
- Active participation in cross-functional IT initiatives, providing technical input and support for seamless transitions.
- Creation and maintenance of clear, actionable documentation for internal processes.
- Delivery of high-quality support across multiple channels with professionalism and empathy.
- Operating independently while managing priorities and mentoring junior team members.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation).
- Strong professional IT support experience, including remote and onsite roles, with at least 2 years in IT operations or IT support function.
- Advanced proficiency in Windows, macOS, and mobile platforms, and familiarity with MDM tools (Jamf Pro, Intune).
- Ability to work in a fast-paced, ever-changing environment and effectively in a collaborative team.
Additional Information
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging.
