Onsite Murex Support Analyst in Riyadh

Sequel; Riyadh; On-site; SAR 67,000 - 100,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

First-level support

Helpdesk

IT support

Ticketing systems

Microsoft Office/Teams

English fluency

On-site work

Security procedures

Communication skills

Education

IT degree/diploma

Tools

Remote-support tools

Microsoft Office

Teams

Job description

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.