Onsite IT Support & User Experience Lead

F. Hoffmann-La Roche AG; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Roche is seeking an IT Onsite Support Specialist in Riyadh to drive exceptional end-user IT experiences across PC and Mac environments. You will manage second-level onsite support, oversee hardware repairs, software configuration, network connectivity, and on-site desktop support to ensure smooth operations.

The role focuses on technology and infrastructure, requiring collaboration with vendors and stakeholders to deliver high-quality IT services and user adoption.

Qualifications

• 3 to 5 years of hands-on onsite or remote technical support in PC and Mac environments.
• Solid knowledge of ITIL Incident Management and ticketing tools (ServiceNow).
• Strong networking, AV, web conferencing, and productivity tools understanding.
• Experience managing vendors, leading projects, and communicating with diverse technical and non-technical teams (Agile/SCRUM a plus).

Responsibilities

• Manage onsite IT operations and incident resolution per ITIL, maintaining SLAs.
• Support workplace technology for events, meetings, and collaboration suites.
• Lead local and regional IT deployments of hardware, networking, and user experience projects.
• Oversee third-party vendors and contracts to ensure service quality.
• Communicate IT services clearly and onboard new hires for tool adoption.
• Support business continuity and ensure compliance with global IT standards.

Skills

Onsite IT support

ITIL

Vendor management

Stakeholder comms

Education

Bachelor's degree in Computer Science/Engineering

Tools

ServiceNow

Job description

Roche is seeking an IT Onsite Support Specialist in Riyadh to drive exceptional end-user IT experiences across PC and Mac environments. You will manage second-level onsite support, oversee hardware repairs, software configuration, network connectivity, and on-site desktop support to ensure smooth operations.

The role focuses on technology and infrastructure, requiring collaboration with vendors and stakeholders to deliver high-quality IT services and user adoption.