IT Technical Support Engineer

Dimension Data / NTT ltd; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

NTT DATA, Riyadh on-site, seeks an IT Technical Support Engineer to ensure stable IT infrastructure for internal clients. You will diagnose and resolve complex incidents, coordinate with vendors, and maintain service levels.

Responsibilities include monitoring systems, guiding junior engineers, and preserving excellent stakeholder relations across the organization. Industry certifications and a customer-focused mindset are essential.

Qualifications

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

Responsibilities

• Provide expert IT technical support to internal clients to keep IT infrastructure operational.
• Proactively identify and resolve complex incidents and problems and ensure service restoration.
• Coordinate with vendors and 3rd parties when needed and communicate status to stakeholders.

Skills

IT Troubleshooting

Stakeholder management

Strong communication

Education

Bachelor's degree in IT Computing or related field

Tools

ITIL Certification

Microsoft 365

MS Azure

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible We are renowned for our technical excellence and leading innovations and for making a difference to our clients and society Our workplace embraces diversity and inclusion it s a place where you can grow belong and thrive

Your day at NTT DATA

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

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

Workplace type

On-site Working

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity We are committed to providing an environment free of unfair discrimination and harassment We do not discriminate based on age race colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category Join our growing global team and accelerate your career with us

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.