Onsite User Services Specialist

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

The Position

As an IT Onsite Support Specialist, you will drive exceptional end-user IT experiences by managing second-level onsite support services across complex PC and Mac environments. In this role, you will focus primarily on technology and infrastructure. The responsibilities include physical hardware repairs, enterprise software configuration, network connectivity, server room maintenance, and on‑site desktop support.. etc.

Your Responsibilities

• Manage Onsite IT Operations: Oversee second-level incident resolution and request fulfillment in line with ITIL standards, maintaining target SLAs and delivering top-tier customer satisfaction ratings.


• Enhance Digital User Experience: Support site events, meetings, and workplace technologies (collaboration suites, web conferencing, and AV equipment) to promote technology adoption and best practices.


• Lead Local & Regional IT Deployments: Deliver local and regional workplace, network infrastructure, client hardware, and employee experience projects, tracking adoption and success metrics.


• Manage Vendors & Service Delivery: Oversee third-party vendors and service providers, conducting regular service reviews and managing contracts to ensure high-quality service delivery.


• Drive Strategic Communication & Adoption: Execute clear communication strategies for IT services and projects, coordinating user onboarding to ensure new hires maximize value from IT tools.


• Foster Business Continuity & Compliance: Partner with business stakeholders to support Business Continuity activities while ensuring all operations comply with global IT standards.

Who You Are

You are an agile, outcome-oriented IT professional who brings a customer-centric mindset and strong technical curiosity. You thrive in collaborative, fast-paced environments and excel at translating technical solutions into clear, non-technical language for stakeholders.

Education & Professional Background

Bachelor’s degree in Computer Science, Engineering, or a related discipline (or equivalent practical IT experience).

• Technical Support Expertise: 3 to 5 years of hands‑on experience providing onsite or remote technical support in combined PC and Mac environments.


• Service Management & ITIL: Solid working knowledge of ITIL Incident Management processes and experience using ticketing tools (\"ServiceNow\").


• Infrastructure & Collaboration Systems: Good understanding of networking concepts (TCP/IP, Wireless, Ethernet), audio‑visual systems, web conferencing, and modern productivity ecosystems.


• Stakeholder & Project Capabilities: Proven ability to manage vendors, lead implementation projects, and communicate effectively with diverse technical and non‑technical teams (Agile/SCRUM experience or certification is a plus).

At Roche, you’ll thrive in a culture that values different perspectives and creates a place of belonging, where we challenge ourselves to excel and achieve strong results, together.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life‑changing healthcare solutions that make a global impact. Let’s build a healthier future, together.

Equal Opportunity Employer

Roche is an Equal Opportunity Employer. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.