Technical Support Engineer

BAE Systems Detica; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

BAE Systems Detica is seeking a Technical Support Engineer to provide comprehensive support for the end-user computing environment. The role involves installation, troubleshooting, and maintenance of various devices while ensuring effective resolution of issues. Ideal candidates will possess a Bachelor's degree in IT and relevant certifications, alongside strong communication and problem-solving skills.

Qualifications

• 2-3 years of experience in IT support environment.
• Knowledge of IT Service Framework.
• Excellent knowledge of hardware and software across various platforms.

Responsibilities

• Provide technical support for end-user devices and peripherals.
• Troubleshoot client hardware, software, and connectivity issues.
• Implement and roll out EUD upgrades and patches.

Skills

Communication

Technical Support

Problem-solving

Education

Bachelor's degree in IT

Tools

Microsoft SCCM

Active Directory (AD)

Group Policy (GP)

Job description

Reporting to End User Computing Team Leader, this position exist to perform general technical support functions such as physical installation, assembly, configuration, troubleshooting and maintenance in order to ensure successful resolution of reported issues and deliver EUC service.

Provide technical support to the enterprise end-user computing environment (implementation, configuration, monitoring)

Provide level 1 and2 maintain and support for end user desktop, laptop, printer, phones, dongles, tablets, projectors, smart boards, video conference suites, IP phones and other end user peripherals based on ISE s policies, processes and procedures

Respond to telephone calls/emails, escalated services requests and tickets to diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, follow up steps and communication

Identify, evaluate, prioritize and resolve customer issues through ISE s Customer Support systems

Troubleshoot client hardware and software and basic network connectivity problems

Escalate problems to appropriate support specialists and follow up until completion

Actively implement and roll out approved EUD upgrades, patches and hot fixes as per ISE s policies and procedures

Provide user account management activities such as creation, deletion, modification etc

Administer and provide user account and profiles privileges as per ISE s policies and procedures

Maintain operational procedures, user manuals and knowledge base

Provide all required documentation including standards, configurations and diagrams related to EUC services

Use internal incident management system to document and manage problems and work requests and their respective resolutions and circumventions

Provide basic training to users and/or peers to develop solutions and resolve problems

Perform activities related to the evaluation, analysis and set up of PC-based software products

Undertake desktop/laptop builds, rebuilds and physical moves as required

Coordinate with internal and external stakeholders to identify hardware defects and resolve software issues

Conduct proactive maintenance and administration (run book activities)

Maintain asset inventory operations as per ISE s policies and procedures.

Tasked by the End User Computing Team Leader or ISE project/bid resources, as well as when requested by key personnel within existing and new business areas.

Self-motivated in the investigation of new technologies, to assist the team in fulfilling its role in supporting ISE and its customers

Responsible for helping in authorising all technical solutions required by the company and its customers.

The jobholder may be called upon to take responsibility for all aspects of team management in the absence of the End User Computing Team Leader.

The jobholder will be responsible for assisting in the establishment of a technical strategy.

The jobholder will be required to have internal contact with IT staff, management, and users at all levels of the customer base.

An excellent relationship with the End User Computing Team Leader is critical to the overall success of the post.

The jobholder will be required to have regular contact with customers, partners and external vendors as part of project and bid submission process.

Highlight reports will be prepared for the End User Computing Team Leader in support of all aspects of infrastructure activity. These will be provided as regular or ad-hoc reports, summaries or presentations and will be generated to support departmental and business requirements.

Finding the correct balance of multi-tasking over multiple projects, while maintaining the ability to exceed customer requirements with respect to results, operating within project timescales and budgetary constraints.

Job Requirements:

The jobholder should have a Bachelor s degree in IT or a relevant IT certificates and has a knowledge about IT Service Framework.

The jobholder will be aware of general business processes and practices.

The jobholder should have 2-3 years of experience in an IT Support environment.

The jobholder must be educated to degree level standard in a relevant discipline with excellent knowledge of hardware and software across a variety of platforms.

The jobholder will have excellent communication skills, both verbal and written.

The jobholder will have excellent knowledge of client/server systems.

The jobholder will be expected to hold, and maintain, valid industry certifications at an intermediate to advanced level. (At a minimum these should be equivalent to Microsoft SCCM, AD, GP)

Company Industry

• IT - Software Services

Department / Functional Area

• IT Software

Keywords

• Technical Support Engineer-ISE

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