Senior IT Support Engineer: Proactive Incident Lead

Addify; Jeddah; On-site; SAR 60,000 - 120,000; Full time

Job summary

Addify is seeking an IT Technical Support Engineer to provide services for internal clients and keep IT infrastructure operational. The role proactively identifies, investigates, and resolves complex incidents to restore service and ensure incidents are managed to resolution.

The successful candidate will coach and train IT Technical Support Engineers, review configurations, and coordinate with vendors to maintain smooth operation.

Qualifications

• Bachelor's degree in IT/Computing or related field.
• ITIL and Microsoft 365 certifications preferred.
• Seasoned experience diagnosing and troubleshooting IT technical support in a large ICT environment.

Responsibilities

• Provide advanced support for complex incidents, requests, events, and problems through coaching and training.
• Regularly review infrastructure to ensure configuration, installation, testing, and operation meet requirements.
• Identify problems and errors proactively to prevent recurrence.
• Maintain strong relationships with vendors, carriers, and colleagues.
• Resolve calls and determine root causes to enable proactive future management.
• Ensure timely and comprehensive incident resolution and request handling.
• Escalate complex issues to third-party vendors when needed.
• Update clients and stakeholders and log progress in systems per procedures.
• Support the service desk by handling calls and incidents as required.
• Ensure incident recovery aligns with processes and SLAs.
• Update incidents and requests with progress and resolution details.
• Perform any other related task as required.

Skills

Communication

Stakeholder management

Troubleshooting

Coaching/mentoring

Education

Bachelor's degree in IT/Computing or related field

Tools

MS Azure

Microsoft 365

Secure Print

Meeting Room Technologies

Job description

Addify is seeking an IT Technical Support Engineer to provide services for internal clients and keep IT infrastructure operational. The role proactively identifies, investigates, and resolves complex incidents to restore service and ensure incidents are managed to resolution.

The successful candidate will coach and train IT Technical Support Engineers, review configurations, and coordinate with vendors to maintain smooth operation.