Helpdesk and Onsite L1/L2 Support Engineer

RecruitMe Plus; Dammam; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading recruitment agency is seeking a well-organized Helpdesk and Onsite Support Engineer (L1/L2) based in Dammam, Saudi Arabia. The ideal candidate will provide high-quality managed service support, assist clients both on-site and remotely, and ensure excellent customer satisfaction. Applicants must have at least 3 years of experience, strong communication skills, and relevant certifications.

Qualifications

• Minimum 3 years of experience in a similar role.
• Driver's license and own car required.
• Ability to provide effective customer consultancy.

Responsibilities

• Meet or exceed the customer satisfaction target and service level agreement.
• Handle all incoming calls professionally.
• Document and track client requests and issues.
• Provide ongoing server monitoring and maintenance.
• Assist clients with recommendations on hardware and software.

Skills

Strong verbal and written English communication skills

Knowledge of Azure and Office 365 Admin Center

Good knowledge of DHCP, DNS, IP addressing, and vLAN

Proficient in desktop and laptop assembly and troubleshooting

Prior experience in both on-site and remote support

Education

MCSE certification or similar qualification

Job description

Position Summary

Our clientis looking for a well-organized Helpdesk and Onsite Support Engineer (L1/L2) to join their Managed Services department and provide high quality managed service support and customer service for all their clients across the company's product and services offering.

Major Responsibilities

• Meet or exceed the Customer Satisfaction Target and Service level agreement.
• Handle all incoming calls with a professional and customer-centric approach.
• Clear and positive communication with clients.
• Visit clients when required to resolve issues on-site.
• Documenting requests and issues received from the client and ensuring tickets are kept up to date with all communications and actions taken.
• Producing user guides and training clients/end users for self-help.
• Clear and positive communication with clients directly via phone, email and remote diagnostics to identify and resolve client reported issues in both technical and non-technical roles onsite.
• Always handle incoming calls with a professional and customer-centric approach while in office premise.
• Log tickets to keep track of tasks onsite.
• Conduct ongoing server monitoring and maintenance to ensure optimal environment.
• Meet or exceed the Customer Satisfaction Target and Service level agreement.
• Assist clients with a high level of consultancy in recommending hardware, software and products that may benefit or enhance a clients network.
• Participate in research and development activities.
• Maintain and update technical knowledge through learning and studying.
• Manage and select tools for projects within onsite environment.
• Effective communication with clients onsite as well as with the office staff.
• Introduce and advise on new technologies and learning new concepts and systems efficiently.
• Assist client after hours if need be.
• Effectively utilizes tools to resolve issues and escalates appropriately.
• Tracking and documenting billable hours.
• Good command of verbal and written English

Knowledge and experience required

• Minimum 3 years of experience in a similar role.
• Strong verbal and written English communication skills.
• MCSE certification or similar qualification.
• Ability to update troubleshooting information, resolve the issue and get feedback from users.
• Good Knowledge of sever & Active Directory user accounts management.
• Good knowledge of Azure and Office 365 Admin Center.
• Hardware: Understanding of assembling and troubleshooting of desktop and laptops.
• Must be proficient in different brands like MAC, HP, Dell etc.
• Networking: Good knowledge of DHCP DNS IP addressing and vLAN.
• Prior experience in both on-site and remote support.
• Understanding of Time Management and Data Entry Management.
• Works effectively both as a team member and independently on your own tickets.
• Driver's license required.
• Own car required.