Onsite Support Engineer ITIL

D-ploy; Riyadh; On-site; SAR 60,000 - 80,000; Full time

Job summary

An IT Solutions Company operating in Saudi Arabia seeks a Technical Support Specialist to provide troubleshooting assistance and document user interactions. The ideal candidate will have 2+ years of relevant experience, fluent in both English and Arabic, and possess strong problem-solving skills. This role offers a dynamic environment focused on continuous improvement and team collaboration. Candidates must be able to work independently and handle multiple tasks effectively.

Qualifications

• Fluent in English and Arabic; other languages are plus.
• 2+ years in a similar technical support role.
• Experience in regulated IT environments is a plus.

Responsibilities

• Provide technical support for hardware and software issues.
• Document end-user interactions in ticketing system.
• Conduct IT onboarding training for new employees.
• Assist in continuous improvement initiatives.

Skills

Fluent English

Problem solving

Customer orientation

Attention to detail

Multi-tasking

Team player

Tools

Service Now

Job description

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

The candidate will be required to travel sometimes to Jeddah based on business needs.

Tasks and Responsibilities

• Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products
• First and second level technical support – calls/tickets/user interaction
• Provide prompt responses to IT related questions from end-users
• Reliable documentation of all end-user interactions in customer ticket system ‘Service Now’ (e.g., incidents, requests)
• Create, maintain, utilize knowledge articles
• Provide IT onboarding trainings to new starters
• Contribute to continuous improvement initiatives

• Language skills: fluent English and Arab, other languages are a plus
• 2+ years of experience in a similar role
• Strong problem solving/analytical abilities
• Excellent communication skills and customer orientation
• Attention to detail and ability to multi-task, handling multiple stakeholders
• Ability to prioritize and willingness to work self-sufficiently and well organized
• Team player and supportive personality
• Experience in regulated IT environments is a plus (e.g. GxP)
• All candidates must provide a Criminal record not older than 3 months