Digital Technology End User Support Specialist

Baker Hughes; Al Jubayl; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading energy technology company in Al Jubayl seeks an experienced End User Support Specialist. Responsibilities include providing second-level IT support, managing incidents, and ensuring compliance with service level agreements. Ideal candidates have a Bachelor’s degree and 3-5 years of IT operations experience, with expertise in Windows and macOS support. The role offers flexible working patterns and a commitment to the health and well-being of employees.

Benefits

Contemporary work-life balance policies

Comprehensive private medical care

Life insurance and disability programs

Tailored financial programs

Qualifications

• 3-5 years of experience in IT operations.
• Experience in Windows and macOS Support.
• Good knowledge of Hardware Troubleshooting & Repair.

Responsibilities

• Provide second-level technical support (L2) to end users.
• Manage incident lifecycle including categorization, prioritization, and escalation.
• Maintain SLA compliance ensuring timely resolutions.

Skills

Windows Support

macOS Support

Hardware Troubleshooting

Active Directory

Group Policy

Azure AD

Office 365

Exchange Online

Teams

Network Support

Remote Support Tools

IT Asset Management

ServiceNow

Endpoint Security

Patch Management

Education

Bachelor’s degree in Science or Engineering

Tools

SCCM

Intune

TeamViewer

Job description

Overview

Are you experienced in IT Operations?

Are you passionate about Incident & Problem Management?

Join our Digital Technology team!

Partner with the best

As End User Support Specialist, you will be responsible for providing end users with second-level technical support (L2). This requires an in-depth understanding of business processes and IT industry trends, as well as the ability to demonstrate technical proficiency in the relevant functional area.

As a Digital Technology End User Support Specialist, you will be responsible for :

• Proficient in usingServiceNowfor logging, tracking, and resolving IT incidents and service requests.
• Experienced inincident lifecycle management, including categorization, prioritization, escalation, and closure.
• Skilled in maintainingSLA compliance, ensuring timely resolution and communication with end-users.
• Familiar withknowledge base usage, ticket documentation, and generating incident reports for trend analysis.
• Being an escalation point for non-solved requirements or issues. Monitor request handling and escalation policies for end-user computing support.
• Collaborating closely with local DT EUS manager to inform DT budget needs and evaluate operational costs, service improvements, customer / client engagements and feedback.
• Executing PC replacement plans and assisting in financial models and budget projections.
• Leading the evaluation, purchasing, deployment, inventory, lifecycle, and replacement of end-user technology equipment.
• Supporting DT projects, maintaining project documentation, including status updates.
• Facilitating communication between stakeholders, team members and project managers.
• Building and maintaining effective working relationships, ensuring resources and technical needs are understood and planned.
• Experienced IT Infrastructure professional with a strong background in systems administration, network support, and cloud-based solutions to ensure robust, secure, and scalable IT operations.

To be successful in this role, you will have :

• A bachelor’s degree from an accredited university or college (bachelor’s in science or engineering is preferred)
• 3-5 years of experience IT operations.
• Experience in Windows, macOS Support
• Experience in Hardware Troubleshooting & Repair
• Experience in Active Directory, Group Policy, Azure AD
• Experience in Office 365, Exchange Online, Teams
• Experience in Network Support (TCP / IP, DNS, DHCP)
• Experience in Remote Support Tools (SCCM, Intune, TeamViewer)
• Experience in IT Asset & Inventory Management & Ticketing Systems (ServiceNow)
• Experience in Endpoint Security & Patch Management.

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns :

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace challenge with a package that reflects how much we value their input. Join us, and you can expect :

• Contemporary work-life balance policies and wellbeing activities
• Comprehensive private medical care options
• Safety net of life insurance and disability programs
• Tailored financial programs
• Additional elected or voluntary benefits

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