IT Helpdesk Support Engineer

Confidential; معهد تدريب المديرية العامة للسجون بالمنطقة الشرقية; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading firm in Saudi Arabia is seeking a 1st Level IT Support technician who will provide essential user and infrastructure support. Responsibilities include troubleshooting hardware and software issues, maintaining IT assets, and supporting business systems. Ideal candidates will have strong technical knowledge, excellent troubleshooting skills, and experience in supporting IT infrastructure including networks and AV systems.

Qualifications

• 4 years of experience in PC and mobile support.
• Basic networking experience, particularly at the site level.
• Experience with CCTV cameras and IP systems.

Responsibilities

• Provide onsite and remote IT support for users.
• Troubleshoot and resolve IT issues with user equipment.
• Assist application support teams with incidents and requests.

Skills

Technical knowledge of PC hardware

Helpdesk tools operation

Troubleshooting skills

Microsoft Office proficiency

Basic networking knowledge

CCTV knowledge

Tools

AVAYA/Panasonic IP Office

Microsoft Dynamics Client Apps

Antivirus Software

Job description

JOB PURPOSE:

This role is the first Level of IT Support which is usually onsite or in some cases performed remotely. This support includes but is not limited to Personal Computing, Mobile Devices, Telephone, Networks, Audio/Video Conferencing, Meeting Room Equipment, CCTV, or any other site infrastructure.

Expected to troubleshoot problems in person, by telephone, or via remote access in a timely and user-friendly manner, providing end user support during business hours and on call for emergency support outside business hours. In addition, to performing the above support, this role will also support the central application and infrastructure team with investigating/resolving any IT issues, projects or changes, that require onsite support assistance.

KEY RESPONSIBILITIES:

User Compute Support

Scope

• PC/Laptop and Mobile Devices
• Printer
• Telephone
• Handheld Terminals (Sales, Warehouse, Factory and Supply Chain) and Tablets (if used)
• Mobile Printers (if used)
• RFID Devices (if used)

Infrastructure Support (Onsite)

In consultation and with guidance from Group Sr. IT Manager – Infrastructure and Helpdesk

Scope

• Wi-Fi and Access Points
• Routers and Switches
• All local Networks
• All local Firewalls
• Internet
• Local Computer Room/Rack Maintenance
• CCTV
• Access Control Systems
• Time and Attendance devices

Business Systems Support (Sales Force Support if applicable to the site)

1st Level IT Support for Sales Force ensuring the sales force IT equipment is maintained and fit for purpose, including connectivity.

• Business Systems Support (ERP, Business Intelligence and Workflow Systems)Assist the business users to log IT Incidents, Service Requests, Problems and Change Requests.
• Ensure the all IT Incidents and Service Requests are logged in the IT Helpdesk System in a timely manner, with all relevant information and data required for the Application Support teams to investigate, troubleshoot and resolve the issue.
• Assist the Application Support team in investigating and troubleshooting incidents and problems and record information/data.

Other IT Support Responsibilities

• Ensure IT Assets are updated to the asset tracking system.
• Ensure the IT user master data is up to date.
• In addition to standard IT Support responsibilities the IT Engineer will be allocated additional responsibilities in IT to help the person grow and develop on the job. Examples: Antivirus Administration.

TECHNICAL SKILLS:

Desktop and Laptop

1. Excellent technical knowledge of PC and desktop hardware, current protocols, operating systems and standards
2. Ability to operate helpdesk tools, components and IT peripheral accessories
3. Install and Configure Windows 10/11.
4. Basic knowledge of MS Active Directory, MS Exchange and remote control tools.
5. Expert knowledge and experience in Installing and configuring, troubleshooting and supporting Outlook Email on PC.
6. Excellent Knowledge of Microsoft Office 2010/2013, Microsoft 365 Apps, Projects, Visio, standard applications and productivity tools used within the organization
7. Basic knowledge of Meeting room AV systems, IP telephony and video conferencing
8. Adding to Domain Network and User Share folder
9. Install and Configure Network Printers and Scanners
10. Configure Microsoft Dynamics Client Apps and Printer Setup
11. Knowledge of networks with Routers, switches and firewall experience. Configuring Network and IP Addresses.
12. Hardware Troubleshooting
13. Follow Backup and Restore schedules and procedures
14. Install, configure and support Antivirus in PCs
15. Install, configure and support Citrix Clients

AVAYA IP Telephone

1. Experience on AVAYA/Panasonic IP Office Client Telephone
2. Able Configure the IP Phones and IP Server User profile and Permissions
3. Able to do the Remote Location Telephone Configuration (for Warehouse)

Printer and Scanner

1. Experience on Installing and configuring Network Printer and Scanner
2. Able to Configure Network Scanning and Scanning Share folder

EXPERIENCE:

• 4 years with PC and Mobile user support
• 1 year with IP Telephony
• 1 year with basic Networking at site
• 1 Year in CCTV Camera’s and IP Camera’s