Onsite IT Experience Lead (PC & Mac)

Roche; Riyadh; Sur place; SAR 100 000 - 180 000; Plein temps

Résumé du poste

Roche is seeking an IT Onsite Support Specialist to drive exceptional end-user experiences across PC and Mac environments in a fast-paced, collaborative setting. You will lead on-site operations, support events, and deploy digital workplace solutions to enable teams to work efficiently and deliver patient-centered outcomes.

With 3–5 years of hands-on IT support, you will partner with stakeholders, manage vendor relationships, and ensure ITIL-aligned service delivery while driving user adoption

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related discipline (or equivalent practical IT experience).
• 3 to 5 years of hands-on experience providing onsite or remote technical support in PC and Mac environments.
• Solid working knowledge of ITIL Incident Management processes and using ticketing tools (e.g., ServiceNow).
• Good understanding of networking concepts (TCP/IP, Wireless, Ethernet), audio-visual systems, web conferencing, and modern productivity ecosystems.
• Proven ability to manage vendors, lead implementation projects, and communicate with diverse teams (Agile/SCRUM a plus).

Responsabilités

• Manage Onsite IT Operations: oversee second-level incident resolution and request fulfillment with ITIL standards, maintain SLAs, and ensure high customer satisfaction.
• Enhance Digital User Experience: support site events, meetings, and workplace tech (collaboration suites, web conferencing, AV) to promote adoption.
• Lead Local & Regional IT Deployments: deliver local/regional workplace, network, hardware, and employee experience projects with adoption metrics.
• Manage Vendors & Service Delivery: oversee third-party vendors, conduct service reviews, and manage contracts for quality delivery.
• Drive Strategic Communication & Adoption: execute communications for IT services, coordinate onboarding to maximize tool value for new hires.
• Foster Business Continuity & Compliance: support Business Continuity activities while complying with global IT standards.

Description du poste

Roche is seeking an IT Onsite Support Specialist to drive exceptional end-user experiences across PC and Mac environments in a fast-paced, collaborative setting. You will lead on-site operations, support events, and deploy digital workplace solutions to enable teams to work efficiently and deliver patient-centered outcomes.

With 3–5 years of hands-on IT support, you will partner with stakeholders, manage vendor relationships, and ensure ITIL-aligned service delivery while driving user adoption