Technical Support Officer

azm; Riyadh; On-site; SAR 48,000 - 120,000; Full time

Job summary

A leading technology firm in Saudi Arabia is seeking a Technical Support Engineer to troubleshoot and resolve customer issues. You will provide support across various systems and ensure high levels of customer satisfaction. The ideal candidate has a degree in IT or related field and proven technical experience. This role offers a flexible work environment and opportunities for growth.

Benefits

Autonomy over work

Flexible working environment

VIP medical insurance

Learning and development opportunities

Qualifications

• Proven experience in enterprise technical support or IT support.
• Strong knowledge of the product being supported.
• Excellent English language skills (written and spoken).

Responsibilities

• Research, diagnose, troubleshoot, and resolve customer issues.
• Provide timely feedback to customers and maintain issue records.
• Document knowledge in the form of tech notes and articles.

Skills

Problem-solving

Client-facing skills

Verbal communication

Written communication

Education

BS degree in Information Technology, Computer Science, or equivalent

Job description

A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software and follow standard procedures to escalated unresolved issues to appropriate internal departments.

Requirements

• BS degree in Information Technology, Computer Science or equivalent
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• In-depth knowledge in the product that the technician is supporting
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Excellent English language (written/speaking)
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity

Benefits

• Autonomy over your your work
• Flexible working environment
• Employee-centric polices
• VIP medical insurance
• Learning and development opportunities