Digital Technology End User Support Specialist

Baker Hughes; معهد تدريب المديرية العامة للسجون بالمنطقة الشرقية; On-site; SAR 60,000 - 90,000; Full time

Job summary

Baker Hughes is seeking an End User Support Specialist to join their Digital Technology team in Saudi Arabia. In this role, you will provide second-level support, manage IT incidents and service requests, and collaborate on IT operations strategies. The position requires technical proficiency and offers flexible work hours, aligning with a commitment to employee wellness and innovation in energy technology.

Benefits

Flexible working hours

Comprehensive private medical care

Life insurance and disability programs

Tailored financial programs

Qualifications

• 3-5 years of experience in IT operations.
• Experienced in Windows and macOS support.
• Familiar with Remote Support Tools such as SCCM and Intune.

Responsibilities

• Provide second-level technical support (L2) for end users.
• Manage incident lifecycle, ensuring compliance with SLAs.
• Lead the evaluation and deployment of end-user technology equipment.

Skills

Windows Support

Hardware Troubleshooting

Active Directory

Network Support (TCP/IP, DNS, DHCP)

Incident Management

Experience in ServiceNow

Education

Bachelor's degree in science or engineering

Tools

ServiceNow

Job description

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 using ServiceNow for logging, tracking, and resolving IT incidents and service requests.
• Experienced in incident lifecycle management, including categorization, prioritization, escalation, and closure.
• Skilled in maintaining SLA compliance, ensuring timely resolution and communication with end-users.
• Familiar with knowledge 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
  
  
  
  
  

About Us:

We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward – making it safer, cleaner and more efficient for people and the planet.

Join Us:

Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let’s come together and take energy forward.

Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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