ITS Support Eng I (ONS), IT Services

Afaq Q Tech General Trading - G11; Riyadh; On-site; SAR 40,000 - 60,000; Full time

Job summary

A leading company is seeking a Technical Support Specialist to provide comprehensive IT support to corporate employees. The role involves troubleshooting, managing service tickets, and ensuring high-quality service delivery. Candidates should have experience with Windows Server technologies and networking. This position is onsite in Riyadh, with a focus on innovative process improvements and team collaboration.

Qualifications

• 1+ years of Windows Server technologies experience.
• 2+ years of troubleshooting in a high availability environment.
• 2+ years of PC repair and deployment experience.

Responsibilities

• Provide technical support to Amazon Corporate employees.
• Manage ticket queue and ensure customer updates.
• Identify and provide training for front-line support.

Skills

Troubleshooting

Networking

Windows Server

Technical Support

Education

High school or equivalent diploma

Job description

This position is located onsite in our corporate office. Hours are Sunday through Thursday from 9 am to 6 pm.

Key job responsibilities

• Provide comprehensive technical support to Amazon Corporate employees.

• Travel between buildings in the country as required.

• Look for innovative process improvements and participate on teams to implement change.

• Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.

• Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.

• Creates and updates standard operating procedures (SOPs) to improve the teams’ knowledge through knowledge management.

• Manages the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution.

• Manages ticket quality by executing ticket auditing across EMEA region.

• Assists with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time.

• Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. Assist with activities to triage and troubleshoot any system or network outage as needed.

• Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.

• Interview candidates applying for new roles within the org.

• Identify and provide training for front-line support to assist in career development.

• Provide in person support to internal customers for a variety of IT related software and hardware issues.

BASIC QUALIFICATIONS

- 1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience

- 2+ years of troubleshooting in a multi-user high availability environment experience

- 2+ years of PC repair, troubleshooting, deployment and liquidation experience

- 1+ years of IT client, server, and network service delivery experience

- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience

- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience

- 2+ years of supporting and maintaining a corporate network environment experience

- High school or equivalent diploma

PREFERRED QUALIFICATIONS

- 2+ years of computer networking experience

- Experience supporting video conference and teleconference equipment

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