IT Support Engineer

IFS; Riyadh; On-site; SAR 90,000 - 150,000; Full time

Job summary

IFS in Riyadh seeks an experienced IT Operations support professional to deliver expert-level assistance across Windows, macOS, and mobile platforms, onsite and remote. You will resolve complex issues, own high-impact problems, and collaborate with infrastructure and app teams to expedite resolution.

The role emphasizes strong customer service, documentation, and leadership in local IT initiatives, with occasional travel to regional offices to support deployments and relationships.

Qualifications

• Advanced IT support across Windows, macOS, and mobile
• 2+ years in IT operations or IT support
• MDM tools experience (JamfPro, Intune)
• Familiar with ITIL service management principles
• Experience supporting a global user base across time zones
• Strong understanding of Microsoft services and networking concepts
• Hardware troubleshooting for end-user devices (laptops, monitors)

Responsibilities

• Provide expert-level technical assistance across Windows, macOS, and mobile platforms onsite and remotely.
• Resolve complex device, application, and connectivity issues to ensure seamless user experiences.
• Own persistent or high-impact technical problems with deep diagnostics.
• Collaborate with infrastructure and application teams to expedite resolutions.
• Maintain and enhance video conferencing, network connectivity, and shared office tech.
• Ensure meeting spaces and collaboration tools are reliable for hybrid work needs.
• Act as liaison during office expansions, infrastructure upgrades, and service transitions.
• Contribute to planning, implementation, and post-deployment support.
• Create and refine internal documentation, SOPs, and troubleshooting guides.
• Mentor peers and contribute to team learning and knowledge bases.
• Travel occasionally to regional offices to support deployments and build relationships.
• Maintain consistent service standards across locations.

Skills

Troubleshooting

MacOS Admin

Security Awareness

Project Collaboration

Knowledge Sharing

Customer Service

Leadership

Education

Bachelor’s in IT/CS

Tools

JamfPro

Intune

Job description

Job Overview

IT Operations is the frontline connection between IT@IFS and our global user community. Delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive, high‑quality support and continuously improving IT services, we enable teams to focus on delivering value without technical disruptions.

Key Responsibilities

• Provide expert‑level technical assistance across Windows, macOS, and mobile platforms.
• Ensure seamless user experiences by resolving complex device, application, and connectivity issues both onsite and remotely.
• Take ownership of persistent or high‑impact technical problems, applying deep diagnostic expertise.
• Collaborate with infrastructure and application teams to expedite issue resolution.
• Maintain and enhance video conferencing systems, network connectivity, and shared office technologies.
• Ensure meeting spaces and collaboration tools are reliable, user‑friendly, and aligned with hybrid work needs.
• Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions.
• Provide input on planning, implementation, and post‑deployment support.
• Create and refine internal documentation, SOPs, and troubleshooting guides.
• Contribute to team knowledge bases and mentor peers through structured learning and informal coaching.
• Travel occasionally to regional offices to deliver hands‑on support, assist with deployments, and build relationships with local teams.
• Ensure consistent service standards across locations.

Skills & Competencies

• Advanced Troubleshooting
  Diagnoses and resolves complex, persistent, or multi‑layered technical issues across Windows, macOS, and mobile platforms.
  Applies structured problem‑solving and leverages enterprise tools to ensure long‑term resolution and user satisfaction.
• MacOS Expertise
  Demonstrates deep proficiency in macOS administration, including user account management, software deployment, system preferences, and device compliance.
  Confidently supports Apple environments in mixed‑platform workplaces.
• Security Awareness
  Upholds high standards of endpoint and data security in collaboration with SOC.
  Supports patching, access controls, and incident response protocols while promoting user awareness and safe practices.
• Project Collaboration
  Actively contributes to cross‑functional IT initiatives such as infrastructure upgrades, office expansions, and technology rollouts.
  Provides technical input, support implementation, and ensures smooth transitions for end users.
• Documentation & Knowledge Sharing
  Creates and maintains clear, actionable documentation including SOPs, troubleshooting guides, and internal knowledge base articles.
  Shares expertise with peers and junior staff to promote consistency and continuous learning.
• Customer Service Excellence
  Delivers high‑quality support across multiple channels—face‑to‑face, Teams, email—with professionalism, empathy, and clarity.
  Builds trust with users by resolving issues efficiently and communicating effectively.
• Autonomy & Leadership
  Operates independently with minimal supervision, managing priorities and resolving escalations.
  Mentors junior team members, leads local initiatives, and contributes to team development and service improvement.

Education

• Bachelor’s degree in Information Technology, Computer Science, Computer Systems & Network or System Engineering (or equivalent experience).

Certifications

• Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation).

Experience Requirements

• Strong professional IT support experience, including remote and onsite roles.
• At least 2 years of experience in IT operations or IT support function.
• Advanced proficiency in Windows, macOS, and mobile platforms.
• Strong experience with MDM tools (JamfPro, Intune).
• Familiarity with ITIL service management and compliance practices.
• Experience supporting a global customer base and collaborating across time zones.
• Hands‑on experience with troubleshooting end‑user IT equipment (Laptops, Monitor, etc.) hardware issues will be an added advantage.
• Strong understanding of basic IT technical concepts such as Microsoft Services, Networking, IT Infrastructure, etc.
• Ability to work in a fast‑paced, ever‑changing environment.
• Work effectively individually or in a team‑oriented, collaborative environment with great interpersonal skills.
• Demonstrated professionalism, service mindset, and interpersonal skills.

Growth Indicators

• Leads Local Support Operations – Serves as the go‑to technical lead for regional support activities, coordinating daily workflows, mentoring team members, and ensuring consistent service delivery aligned with enterprise standards.
• Improves Support Processes & User Experience – Identifies recurring challenges and inefficiencies, then initiates and implements enhancements to support workflows, documentation, and user‑facing services. Advocates for solutions that reduce friction and elevate satisfaction. Recognizes AI as a critical tool for automating tasks, analysing support trends, and enhancing responsiveness.
• Influences Strategic IT Planning – Provides input on infrastructure decisions, technology rollouts, and service design. Collaborates with cross‑functional teams to align support capabilities with broader IT goals and operational need.