IT Technical Support Engineer

Addify; Jeddah; Presencial; SAR 60.000 - 120.000; Jornada completa

Descripción de la vacante

Addify is seeking an IT Technical Support Engineer to provide services for internal clients and keep IT infrastructure operational. The role proactively identifies, investigates, and resolves complex incidents to restore service and ensure incidents are managed to resolution.

The successful candidate will coach and train IT Technical Support Engineers, review configurations, and coordinate with vendors to maintain smooth operation.

Formación

• Bachelor's degree in IT/Computing or related field.
• ITIL and Microsoft 365 certifications preferred.
• Seasoned experience diagnosing and troubleshooting IT technical support in a large ICT environment.

Responsabilidades

• Provide advanced support for complex incidents, requests, events, and problems through coaching and training.
• Regularly review infrastructure to ensure configuration, installation, testing, and operation meet requirements.
• Identify problems and errors proactively to prevent recurrence.
• Maintain strong relationships with vendors, carriers, and colleagues.
• Resolve calls and determine root causes to enable proactive future management.
• Ensure timely and comprehensive incident resolution and request handling.
• Escalate complex issues to third-party vendors when needed.
• Update clients and stakeholders and log progress in systems per procedures.
• Support the service desk by handling calls and incidents as required.
• Ensure incident recovery aligns with processes and SLAs.
• Update incidents and requests with progress and resolution details.
• Perform any other related task as required.

Conocimientos

Communication

Stakeholder management

Troubleshooting

Coaching/mentoring

Educación

Bachelor's degree in IT/Computing or related field

Herramientas

MS Azure

Microsoft 365

Secure Print

Meeting Room Technologies

Descripción del empleo

The IT Technical Support Engineer is a seasoned subject matter expert, responsible for providing a service to internal clients to ensure that the IT infrastructure and systems remain operational.

This role proactively identifies, investigates, and resolves complex technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.

Key responsibilities:

• Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
• Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.
• Proactively identifies problems, events, incidents, and errors prior to or when they occur.
• Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
• Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.
• Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.
• Reports and escalates complex issues to 3rd party vendors.
• Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
• Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.
• Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements.
• Updates incidents, requests, problems, and/or events with progress and resolution details.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Ability to communicate well and to capture all pertinent details when required.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to work well in a pressurized environment
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
• Stays up to date with latest relevant IT technology, trends and best practices.

Academic qualifications and certifications:

• Bachelor's degree or relevant qualification in IT/Computing, or related field.
• Relevant IT certifications, such as ITIL and Microsoft 365.

Required experience:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
• Seasoned technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365.