IT Helpdesk Support Engineer

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

Job summary

A technology services company in Dammam, Saudi Arabia, is seeking an experienced IT Support Specialist. This role involves providing first-level onsite and remote IT assistance, ensuring compliance with internal standards, and supporting infrastructure operations. Candidates should have a Bachelor’s in Computer Science, with strong skills in user support, networking, and telephony systems. Competitive salary and benefits package offered.

Qualifications

• Minimum 4 years of experience in PC and mobile user support.
• Strong understanding of PC/laptop hardware, operating systems, and networking.
• Proficiency with helpdesk systems and IT peripherals.

Responsibilities

• Provide onsite and remote assistance for IT issues.
• Install, upgrade, and troubleshoot PCs, laptops, and telephony systems.
• Conduct proactive monitoring of local server room conditions.

Skills

PC and mobile user support

IP Telephony

Basic networking

CCTV and IP camera maintenance

Education

Bachelor’s degree in Computer Science

Microsoft Certified Solutions Expert (MCSE)

Cisco Certified Network Associate (CCNA)

ITIL v3 Foundation certification

Tools

Windows 11

Microsoft 365

Active Directory

AVAYA/Panasonic IP telephony systems

Job description

Purpose of the Role

This role serves as the first level of IT support, providing onsite and remote assistance to users on personal computing, mobile devices, telephone, networks, audio/video conferencing, and other site infrastructure systems. The incumbent ensures timely, user-friendly troubleshooting and issue resolution while maintaining strict compliance with internal IT standards and policies.

The role also supports central IT teams with on-site activities related to infrastructure, applications, and projects to ensure seamless IT operations at the site.

Key Accountabilities

User Compute Support

• Serve as the first point of contact for IT issues, ensuring prompt logging, resolution, and communication through the IT Helpdesk System.
• Install, upgrade, and troubleshoot PCs, laptops, printers, mobile devices, and telephony systems as per internal configuration standards.
• Maintain accurate and updated IT asset records for all authorized devices.
• Provide proactive maintenance and on-demand support for meeting room AV systems and VIP meetings.
• Ensure antivirus protection, system updates, and security patches are up to date.
• Deliver end-user guidance and awareness training to minimize recurring incidents.

Infrastructure Support (Onsite)

• Conduct proactive daily monitoring of local server room conditions (hardware, UPS, temperature, etc.) and escalate any anomalies.
• Coordinate with ISPs, vendors, and network providers when required.
• Maintain structured cabling, workspace organization, and overall cleanliness of IT-managed areas.
• Monitor and support local CCTV, Access Control, and Time & Attendance systems, escalating issues as per the security incident process.
• Adhere strictly to IT Change Management procedures—no unauthorized infrastructure modifications.
• Perform regular backup and restore operations and assist with local network configurations when guided.

Business Systems Support (Sales Force / ERP / BI Systems)

• Provide first-line IT support for Sales Force devices (HHTs, tablets, mobile printers).
• Coordinate with IT and vendors for troubleshooting, rollouts, and upgrades.
• Assist business users in logging incidents and service requests accurately in the Helpdesk System.
• Support application teams in investigation and troubleshooting of business system incidents.

Other IT Responsibilities

• Maintain and update IT asset and user master data records.
• Undertake additional IT responsibilities (e.g., Antivirus Administration) to support learning and growth.

Compliance and Governance

• Follow all IT policies, processes, and procedures, including:
• Incident, Service Request, and Problem Management
• Change and Release Management
• Information Security and Terms of Use
• Supplier Management
• Joiners, Movers, Leavers (JML) Policy
• Engage only internal approved IT vendors.
• Ensure no unauthorized system or infrastructure modifications occur.

Key Performance Indicators (KPIs)

• All IT PCs and devices registered in Active Directory, ManageEngine, or Intune.
• All systems updated with the latest antivirus versions and OS security patches.
• IT incidents and service requests resolved within two (2) business days, except where vendor or hardware dependencies exist.
• Full compliance with IT processes, policies, and change management protocols.
• Up-to-date and accurate IT asset inventory for local site storerooms.
• Proactive monitoring and zero critical downtime due to preventable IT issues.
• Positive feedback and satisfaction ratings from business users and stakeholders.

Decision Rights

• Decide on priority and sequencing of IT support requests within agreed SLA limits.
• Approve routine hardware and software installations for end-users as per internal standards.
• Escalate major incidents or changes to the Group Sr. IT Manager – Infrastructure and Helpdesk.
• Validate local IT inventory updates and asset records for accuracy.
• Execute day-to-day operational decisions required to maintain site IT functionality, including troubleshooting, backup/restore, and AV support.

Requirements

Experience

• Minimum 4 years of experience in PC and mobile user support.
• At least 1 year each in:
• IP Telephony
• Basic site networking
• CCTV and IP camera maintenance

Knowledge & Technical Skills

• Strong understanding of PC/laptop hardware, operating systems, and networking.
• Proficiency with helpdesk systems and IT peripherals.
• Expertise in Windows 11, Microsoft 365, Outlook, and related productivity tools.
• Familiar with Active Directory, MS Exchange, and remote desktop utilities.
• Knowledge of routers, switches, firewalls, and LAN configurations.
• Experience with AVAYA/Panasonic IP telephony systems.
• Ability to install and configure network printers, scanners, and AV systems.
• Familiarity with backup/restore procedures and antivirus administration.
• Working knowledge of Citrix clients and meeting room AV technologies.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• Microsoft Certified Solutions Expert (MCSE).
• Cisco Certified Network Associate (CCNA).
• ITIL v3 Foundation certification (advantageous).

Competencies Required

• Technical Expertise: Demonstrates solid technical understanding and practical problem-solving skills across IT domains.
• Customer Orientation: Maintains a service-oriented mindset with high responsiveness to user needs.
• Accountability: Takes ownership of assigned incidents, ensuring closure and proper communication.
• Attention to Detail: Maintains accuracy in documentation, configuration, and asset management.
• Collaboration: Works effectively with peers, vendors, and cross-functional teams to achieve IT objectives.
• Adaptability: Responds efficiently to changing priorities, urgent issues, and dynamic work conditions.
• Learning Agility: Continuously enhances skills, keeping up-to-date with emerging technologies.
• Communication: Clearly and professionally communicates with users and technical stakeholders.

Role Positioning within Operating Model

• Strategic Direction: Supports execution of IT infrastructure and end-user service strategies in alignment with Group IT direction.
• Operational Leadership: Provides hands-on technical and operational support ensuring uninterrupted IT services and system availability.
• Administrative Execution: Maintains accurate IT documentation, asset records, and compliance reporting as per policy.
• Functional Support: Acts as the on-ground IT representative to deliver user support, infrastructure maintenance, and technology enablement at the site.