Digital Technology End User Support Specialist

Baker Hughes; Saudi Arabia; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading technology company in Saudi Arabia is seeking a Digital Technology End User Support Specialist. This role involves providing second-level technical support to end users, ensuring effective incident and problem management, and requires a bachelor's degree and 3-5 years of IT operations experience. The successful candidate will also have experience with Windows and macOS support, hardware troubleshooting, and multiple IT support tools. The role offers flexible working hours and a comprehensive benefits package.

Benefits

Contemporary work-life balance policies

Comprehensive private medical care options

Life insurance and disability programs

Qualifications

• 3-5 years of experience in IT operations.
• Knowledge of Windows, macOS Support.
• Experience with hardware troubleshooting and repair.

Responsibilities

• Provide second-level technical support to end users.
• Collaborate with local DT EUS manager on budget and service improvements.
• Lead evaluation and deployment of end-user technology equipment.

Skills

IT operations experience

Windows and macOS support

Hardware troubleshooting and repair

Active Directory, Group Policy, Azure AD

Network support (TCP/IP, DNS, DHCP)

Remote support tools (SCCM, Intune, TeamViewer)

IT asset and inventory management

Endpoint security and patch management

Education

Bachelor's degree in science or engineering

Tools

ServiceNow

Job description

Digital Technology End User Support Specialist

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 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

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