Senior IT Support Engineer – Meetings & Remote Support

Confidential Government; Saudi Arabia; On-site; SAR 120,000 - 180,000; Full time

Job summary

Confidential Government in Saudi Arabia seeks an experienced IT support professional to deliver Level1 technical assistance to users. You will log and manage incidents, provide device and meeting room support, and escalate issues to specialized teams as required.

The role requires a Diploma in Information Technology and at least 8 years of relevant experience, with strong problem-solving and communication skills. On-site position with standard business hours and adherence to security procedures.

Qualifications

• Diploma degree in Information Technology or a related field.

Responsibilities

• Provides Level1 technical support to internal and external customers.
• Logs incident reports and service requests, updates ticket status until closure.
• Supports meeting rooms, video conferencing and related devices; coordinates with authorities as needed.
• Diagnoses device-, OS-, application-, and technical service-related issues per approved procedures.
• Performs troubleshooting and fault-fixing, checks hardware/software, runs tests, and resets passwords.
• Escalates unresolved incidents to specialized teams with required information for follow-up.
• Prepares user devices and accessories, installs approved OS and software, tests readiness.
• Offers remote support following security policies; coordinates with relevant parties.
• Monitors SLA compliance, response times, and escalation procedures.
• Confirms resolution and notifies beneficiaries before closing tickets.
• Monitors external service providers and notes service quality issues.
• Performs device reformatting and prepares for reuse or disposal with asset management.
• Sets up telephone devices and assigns numbers per approved procedures.
• Gathers user feedback and forwards observations to relevant teams to improve services.
• Applies cybersecurity policies during support and escalates security issues as needed.
• Adheres to organizational policies and work controls and performs other duties as assigned.

Education

Diploma degree in Information Technology

Job description

Confidential Government in Saudi Arabia seeks an experienced IT support professional to deliver Level1 technical assistance to users. You will log and manage incidents, provide device and meeting room support, and escalate issues to specialized teams as required.

The role requires a Diploma in Information Technology and at least 8 years of relevant experience, with strong problem-solving and communication skills. On-site position with standard business hours and adherence to security procedures.