IT Desktop Support Engineer

SkySys; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading IT support company seeks an IT Desktop Support Engineer in Riyadh, Saudi Arabia. The role involves providing high-quality technical support for various end-user computing devices, troubleshooting hardware and software issues, and managing incidents using Service NOW. Strong client management and communication skills are essential, along with a basic understanding of ITIL and proficiency with deployment tools. Candidates should be capable of working independently and providing excellent customer service.

Qualifications

• Experience in IT industry and IT support roles.
• Proficient in managing end-user incidents using Service NOW.
• Strong abilities in troubleshooting various PC operating systems.

Responsibilities

• Provide high quality technical support for office-based staff.
• Lead the resolution of incidents, problems, requests.
• Manage and troubleshoot various client devices.

Skills

Basic experience in IT industry

Good client management

Good communication skills

Understanding of ITIL concept

Service Now proficiency

Troubleshooting skills for Windows OS

Experience with deployment tools

Customer service skills

Tools

Service Now

SCCM

Mcafee

Cortex XDR

Citrix Xendesktop

Job description

IT Desktop Support Engineer Riyadh, Saudi Arabia

Working Model : On-need basis position / Onsite

Job Purpose

The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS / Peripherals troubleshooting. Asset / Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling different PC operating systems (Windows 7, 10)
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware / Software installation (understanding of deployment tools like SCCM)
• End-user support – Break fix & Service Requests
• Desktop / Laptop / Network Printers Management.
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• VDI technologies Citrix Xendesktop, Azure cloud PC.
• Laptop AV / endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware / spare replacement
• Incident Management, service Request management, asset Management
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.