Technical Support Engineer - Client-Focused Solutions

Al Watania Information Systems (Wisys); Riyadh; On-site; SAR 60,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Comprehensive medical insurance (A+)

Job summary

AlWatania Information Systems is seeking a dedicated Technical Support Specialist to join our support team in Riyadh. You will be the first point of contact, troubleshoot hardware and software issues, and ensure client satisfaction while guiding installations and upgrades.

You will maintain detailed ticketing documentation, collaborate with internal teams, and contribute to knowledge base articles to help users resolve common issues quickly.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 2+ years of experience in a technical support or helpdesk role.
• Strong understanding of hardware, software, and network troubleshooting.
• Excellent communication and interpersonal skills with a customer-focused attitude.
• Proficiency in using support ticketing systems and knowledge management software.
• Familiarity with Windows and Linux operating systems is a plus.

Responsibilities

• Provide timely and effective technical support to clients via phone, email, and chat.
• Troubleshoot hardware and software issues, diagnosing problems to determine effective solutions.
• Maintain detailed documentation of support requests, resolutions, and client interactions in the ticketing system.
• Assist clients with product installations, configurations, and upgrades.
• Collaborate with internal teams to resolve complex technical issues.
• Develop and maintain knowledge base articles and user guides for common issues and solutions.
• Conduct follow-ups with clients to ensure their issues are fully resolved and satisfaction is achieved.
• Stay current with new technologies and product updates to provide accurate support.

Skills

Customer service

Troubleshooting

Communication

Time management

Teamwork

Education

Bachelor's degree in Information Technology, Computer Science, or a related field

Tools

Ticketing systems

Knowledge management software

Remote support tools

Job description

AlWatania Information Systems is seeking a dedicated Technical Support Specialist to join our support team in Riyadh. You will be the first point of contact, troubleshoot hardware and software issues, and ensure client satisfaction while guiding installations and upgrades.

You will maintain detailed ticketing documentation, collaborate with internal teams, and contribute to knowledge base articles to help users resolve common issues quickly.