Murex Analyst (Saudi Nationals Only)

Sequel; Riyadh; Sur place; SAR 67 000 - 100 000; Plein temps

Résumé du poste

Sequel in Riyadh is seeking a Murex Analyst to represent the IT team at a banking client. You will provide first-level technical support to bank users on-site and act as the primary contact between the client and Sequel’s remote support teams.

You will troubleshoot initial requests, log incidents, escalate when needed, and ensure adherence to security and operational procedures while delivering professional, service-oriented support on client premises.

Qualifications

• Experience in first-level technical support or helpdesk.
• Basic troubleshooting of hardware, software, connectivity, and access.
• Experience with ticketing systems and remote-support tools.
• Strong communication and customer-service skills.
• Ability to assess urgency, impact, and when to escalate.
• Detail-oriented with accurate incident documentation.
• Discretion and adherence to confidentiality and security procedures.
• Ability to work on-site and collaborate with remote teams.
• Professional, calm, and solution-oriented under pressure.
• Fluent English; Arabic is a plus.

Responsabilités

• Represent Sequel professionally at the client’s banking premises in Riyadh.
• Provide first-level technical support to bank users and assist with common issues.
• Receive, log, categorize, prioritize, and follow up on requests and incidents.
• Perform initial troubleshooting and resolve issues within first-level scope.
• Escalate unresolved issues to remote technical teams or client stakeholders.
• Facilitate remote support sessions when required.
• Support screen sharing, testing, and authorized actions securely.
• Keep users informed about progress, timelines, and next steps.
• Document all actions, decisions, and outcomes clearly.
• Follow the bank’s security, confidentiality, access-control, and procedures.
• Maintain accurate records of open issues and resolutions.
• Identify recurring issues and communicate trends for improvement.
• Contribute to a consistent, professional, service-oriented experience.
• Coordinate between bank teams and Sequel’s remote colleagues.

Connaissances

First-level support

Helpdesk

IT support

Ticketing systems

Microsoft Office/Teams

English fluency

On-site work

Security procedures

Communication skills

Formation

IT degree/diploma

Outils

Remote-support tools

Microsoft Office

Teams

Description du poste

Sequel is an IT for Treasury service provider focused on delivering professional services to financial institutions that rely on MX platform for their treasury and capital markets business activity. With offices in Dubai, Beirut and Saudi Arabia, we provide on-site and off-site support and implementation services to clients in Middle East and South Africa.

Sequel is seeking a Murex Analyst to represent us at a reputable banking client in Riyadh, working at the client’s banking premises. The role will provide first-level technical support to the bank’s users and serve as the on-site point of contact between the client’s teams and Sequel’s remote technical and support teams.

The Murex Analyst will be responsible for receiving and troubleshooting initial technical requests, supporting users professionally, documenting incidents accurately, and escalating issues to the appropriate Sequel or client stakeholders when required. The role requires strong communication, sound technical judgment, attention to detail, and strict adherence to the client’s security and operational procedures.

Responsibilities

• Represent Sequel professionally at the client’s banking premises in Riyadh.
• Provide first-level technical support to bank users and assist with common hardware, software, access, connectivity, and application-related issues.
• Receive, log, categorize, prioritize, and follow up on support requests and incidents.
• Perform initial troubleshooting and resolve issues within the scope of first-level support.
• Escalate unresolved or complex issues to Sequel’s remote technical teams or the appropriate client stakeholders.
• Facilitate approved remote support sessions with Sequel’s technical teams when required.
• Support screen sharing, on-screen activities, testing, and other authorized actions securely and accurately.
• Keep users informed about progress, expected timelines, and next steps.
• Ensure that all support activities, actions, decisions, and outcomes are documented clearly and accurately.
• Follow the bank’s security, confidentiality, access-control, and operational procedures at all times.
• Maintain accurate records of open issues, pending actions, escalations, and resolutions.
• Identify recurring technical issues and communicate trends or improvement opportunities to Sequel’s support teams.
• Contribute to a consistent, professional, and service-oriented user experience.
• Support coordination between the bank’s teams and Sequel’s remote technical colleagues.

Qualifications

• Relevant experience in first-level technical support, helpdesk support, IT support, service desk operations, or a similar client-facing technical role.
• Basic knowledge of troubleshooting hardware, software, operating systems, connectivity, user access, and common desktop applications.
• Experience using ticketing systems, issue trackers, remote-support tools, Microsoft Office, Teams, or comparable platforms.
• Strong communication and customer-service skills, with the ability to explain technical matters clearly to non-technical users.
• Good judgment when assessing urgency, impact, and the need for escalation.
• Highly organized, detail-oriented, and consistent in documenting incidents and follow-up actions.
• Professional discretion and a strong understanding of confidentiality, access controls, and procedure adherence.
• Ability to work independently on-site while collaborating closely with Sequel’s remote technical teams.
• Ability to remain calm, professional, and solution-oriented when handling urgent or frustrated users.
• Professional fluency in English; Arabic is an advantage.
• A degree, diploma, or certification in Information Technology, Computer Science, Information Systems, or a related field is preferred.