Senior IT Support Engineer - Incident & Service Excellence

NTT Ltd.; Jeddah; On-site; SAR 60,000 - 90,000; Full time

Job summary

NTT DATA in Saudi Arabia is seeking an experienced IT Technical Support Engineer to ensure IT infrastructure remains operational for internal clients. You will diagnose and resolve complex incidents, provide proactive support, and help maintain service quality across enterprise systems.

You will engage with vendors and stakeholders, document actions, and improve processes. A Bachelor’s in IT/Computing and ITIL/Microsoft 365 certifications are preferred for this role.

Qualifications

• Bachelor’s degree in IT/Computing or related field.
• ITIL and Microsoft 365 certifications preferred.
• Experience diagnosing and troubleshooting IT technical support in a large ICT org.

Responsibilities

• Provide service to internal clients to keep IT infrastructure operational.
• Proactively identify, investigate and resolve complex incidents and problems.
• Coach and train junior IT Technical Support Engineers on complex issues.
• Review infrastructure, ensure software is installed and configured per requirements.
• Identify root causes and prevent recurrence; escalate to vendors when needed.
• Maintain relationships with vendors, carriers and colleagues.
• Record progress in incidents, requests and events; communicate with clients.
• Support the service desk by handling calls, incidents and events when required.
• Adhere to SLAs and ensure timely resolution and recovery of incidents.

Skills

Communication

Stakeholder management

Active listening

Problem solving

Documentation

Education

Bachelor's degree in IT/Computing

ITIL Certification

Microsoft 365 Certification

Tools

MS Azure

Microsoft 365

Meeting Room Technologies

Secure Print

Job description

NTT DATA in Saudi Arabia is seeking an experienced IT Technical Support Engineer to ensure IT infrastructure remains operational for internal clients. You will diagnose and resolve complex incidents, provide proactive support, and help maintain service quality across enterprise systems.

You will engage with vendors and stakeholders, document actions, and improve processes. A Bachelor’s in IT/Computing and ITIL/Microsoft 365 certifications are preferred for this role.