Senior IT L2 Support Engineer – Retail Systems

nahdi medical co.; Saudi Arabia; On-site; SAR 180,000 - 270,000; Full time

Job summary

Nahdi Medical Co. seeks an experienced IT Support Specialist to provide advanced technical support for complex issues escalated from Level 1, focusing on retail systems in a fast-paced environment.

You will develop deep technical expertise, collaborate with Level 1 and applications teams, support process improvements, participate in IT projects, and help maintain an advanced knowledge base.

Proficiency in English and Arabic is required, with ITIL background and relevant certifications desirable.

Qualifications

• 3+ years of IT support experience, focusing on retail systems.
• ITIL and service management background.
• Advanced certifications such as MCSE, CompTIA A+, Network+, Security+, or similar.

Responsibilities

• Investigate and resolve complex issues escalated from Level 1 support to meet SLAs.
• Develop deep technical expertise in applications, technologies and systems.
• Collaborate with Level 1 Support, providing guidance on complex issues.
• Support process improvements with department head and applications team.
• Participate in IT projects testing and piloting phases.
• Handle vendor coordination with external and internal third-level support.
• Generate reports on incident trends and root causes; maintain knowledge base.
• Collaborate with applications team for escalations and timely resolutions.
• Train Level 1 staff to handle frequent tickets and issues.

Skills

ITIL

Project management

SQL

DBA

Certifications

English

Arabic

Education

BSc in IT

Tools

MCSE

CompTIA A+

Network+

Security+

Job description

Nahdi Medical Co. seeks an experienced IT Support Specialist to provide advanced technical support for complex issues escalated from Level 1, focusing on retail systems in a fast-paced environment.

You will develop deep technical expertise, collaborate with Level 1 and applications teams, support process improvements, participate in IT projects, and help maintain an advanced knowledge base.

Proficiency in English and Arabic is required, with ITIL background and relevant certifications desirable.