Managed L1 Support Engineer

SSC; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A managed services provider in Saudi Arabia is looking for a Level 1 Support Engineer to ensure smooth day-to-day IT operations and deliver first-line user support. The ideal candidate will work under a managed service model, providing reliable IT assistance and contributing to operational stability in line with the client’s IT processes. Key responsibilities include assisting with user support, operational tasks, and collaborating with technical teams to enhance efficiency.

Qualifications

• Experience in IT support and user assistance.
• Ability to follow client guidelines and escalation procedures.
• Excellent communication skills for user support.

Responsibilities

• Provide professional Level 1 support services.
• Assist in day-to-day IT operations.
• Coordinate with higher-level technical teams.

Job description

Introduction: This Scope of Work defines the framework for the provision of a Level 1 Support Engineer as part of a managed service model. The goal is to ensure smooth day-to-day IT operations and first-line user support within the client’s environment.

Objective: To deliver professional Level 1 support services that address end-user IT needs, contribute to operational stability, and align with the client’s internal IT processes and service standards.

Service Scope: the L1 Support Engineer will work under the managed service model to support the client's IT team in delivering reliable and efficient user support. The service includes general IT assistance, operational support, and coordination with higher-level technical teams where applicable. This engagement will follow the client’s guidelines and escalation procedures. The engineer will be integrated into the existing IT support framework to ensure seamless service delivery.