Technical Support Engineer-ISE

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

Job summary

BAE Systems is seeking a Saudi National for an IT Support role to ensure successful resolution of technical issues for end-users. Responsibilities include troubleshooting and maintaining IT equipment while providing superior customer support. The role is based in AL-Majmah with a competitive salary and benefits.

Benefits

Competitive salary and benefits package

Generous leave allowance

Full health care scheme

Access to discounted gym membership

Qualifications

• 2-3 years of experience in an IT support environment.
• Knowledge of IT service frameworks.
• Excellent knowledge of client/server systems.

Responsibilities

• Provide technical support for end user desktop and laptop.
• Troubleshoot hardware/software issues.
• Administer user accounts and profiles.

Skills

Technical Support

Communication Skills

Troubleshooting

Education

Bachelor's degree in IT

Tools

Microsoft SCCM

Active Directory

Group Policy

Job description

(Saudi National Only)

Grade: 06

Location: AL-Majmah

Working hours: full time

Advert closing: 14/07/2025

About Us:

International Systems Engineering (ISE) provide the IT capability and service both onsite and centrally to all projects and programmes in BAE Systems Saudi Arabia and to our partner companies,

ISE is committed to supporting the Saudi Arabian National Agenda including Saudisation and the training and development of Saudi National capability through the growth of the Saudi National Partner Companies thereby reinforcing Industrialisation and Partnerships.

Responsibilities:

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)

SAUDI NATIONAL EMPLOYEE BENEFITS

In return for the required high levels of commitment and hard work you will receive a competitive salary and benefits package, including a generous leave and leave allowance, a full health care scheme and access to discounted gym membership.

BAE Systems

BAE Systems has a heritage of commitment to the Kingdom of Saudi Arabia. For 50 years, we have provided the platforms and services that support the Saudi armed forces to defend the interests of the Kingdom. In support of the Saudi Arabia National Objectives, we've invested heavily in the development of Saudi people, technology, infrastructure and local companies in the defence supply chain. Our investments have helped to

develop the Saudi defence industry as well as developing a skilled and highly productive workforce.

(BAE Systems KSA is committed to the full inclusion of qualified people with disabilities. As part of this commitment, BAE Systems KSA will ensure that persons with disabilities are provided with reasonable accommodation during the job application or interview process, and or to perform essential job functions).

Note: All appointments in Saudi Arabia are subject to receipt of all necessary Government and/or Customer approvals. If you are Ex-military, you MUST submit your end of service certificate with your application. We aim to complete the assessment and selection process within 3 weeks from closing date.