Technical Support Engineer

Intellias; Saudi Arabia; On-site; SAR 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company where technology and people come first! As a vital member of the support team, you'll tackle advanced tech challenges and enhance customer experiences with cutting-edge solutions. This exciting role offers opportunities for professional growth in a dynamic environment, where your contributions truly matter. If you're eager to make a significant impact and thrive in a supportive atmosphere, this position could be your next great adventure. Don't miss the chance to be part of a team that values equity, diversity, and inclusion while pushing the boundaries of innovation.

Benefits

Flexible working hours

Professional development opportunities

Health and wellness programs

Diversity and inclusion initiatives

Qualifications

• 2+ years of experience in technical support or IT support roles.
• Proven experience in troubleshooting and problem resolution.
• Strong communication skills in English and Arabic.

Responsibilities

• Respond to technical support requests and manage the service desk.
• Conduct troubleshooting of server and network infrastructure issues.
• Maintain internal documentation and assist with asset management.

Skills

Technical Support

Incident Management

Troubleshooting

Customer Service

Analytical Skills

Communication Skills

Time Management

Stress Resilience

Multilingual

Education

2+ years in Technical Support

Tools

Jira

Confluence

Zendesk

Freshdesk

Job description

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

What project we have for you

Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for and in collaboration with Intellias's esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

What you will do

1. Respond to technical support requests and manage the service desk, ensuring timely response and resolution of issues.
2. Basic log analysis and troubleshooting through Database.
3. Conduct troubleshooting of server and network infrastructure issues.
4. Conduct thorough investigations and analysis of recurring technical problems.
5. Pushing matters through to resolution in a support context.
6. Suggest improvements to reduce future support tickets.
7. Communicate effectively with users to understand and address their needs.
8. Analyze and troubleshoot common customer issues.
9. Escalate complex problems to higher-level support teams.
10. Set up and configure new user accounts and workstations.
11. Help maintain internal documentation, including updating FAQs and knowledge base articles.
12. Maintain IT inventory and assist with asset management.

What you need for this

1. 2+ years in a technical support or IT support role.
2. Experience in Supporting GCP as L2 technical support.
3. Proven commercial experience with supporting UNIX/Linux operating systems.
4. Basic knowledge of server hardware, software, and operating systems.
5. Understanding of ITIL principles and practices.
6. Good command of Incident Management.
7. Proven experience in troubleshooting and problem resolution. Ability to analyze complex technical issues.
8. Experience with IT support flows and escalation processes.
9. Experience with help desk software like Jira, Confluence, Zendesk, or Freshdesk.
10. Ability to work independently and manage multiple tasks.
11. Good analytical and problem-solving skills.
12. Good time management and prioritization skills.
13. Strong communication and customer service skills.
14. Eagerness to help and provide service to users.
15. Stress-resilient, capable of handling customer queries calmly.
16. Excellent communication skills, including fluency in both English and Arabic languages.
17. An enthusiastic attitude towards learning new technologies and methodologies.
18. Able to adapt to dynamic environments, keeping up with the Client's requirements.
19. Will be a plus:
20. Volunteering or internship experience in IT support or customer service.
21. Certifications (e.g., CompTIA, Microsoft Certified Professional).
22. Experience in a specialized area of IT, such as networking or security.
23. Multilingual.
24. Experience with cloud services and migrations.
25. Experience with automation tools and scripts to streamline support processes.
26. In-depth knowledge of specialized IT domains such as cybersecurity, cloud services, or networking.

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.

We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law. We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.

Skills English L2

Company Industry

• IT - Software Services

Department / Functional Area

Keywords

• Technical Support Engineer