IT Support Engineer
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Key skills for this role
About the Role
IFS seeks an IT Support Engineer in Riyadh to provide advanced multi-platform support for Windows, macOS, and mobile devices. The role involves troubleshooting, escalation management, office IT infrastructure support, and cross-functional project collaboration.
Key Skills for This Role
Responsibilities
- Provide expert level technical assistance across Windows, macOS, and mobile platforms
- Take ownership of persistent or high impact technical problems and collaborate with infrastructure and application teams to resolve issues
- Maintain and enhance video conferencing systems, network connectivity, and shared office technologies
- Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions
- Create and refine internal documentation, SOPs, and troubleshooting guides
- Travel occasionally to regional offices to deliver hands on support
Requirements
- Bachelor's degree in Information Technology, Computer Science, Computer Systems & Network or System Engineering (or equivalent experience)
- Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation)
- At least 2 years of experience in IT operations or IT support function
- Advanced proficiency in Windows, macOS, and mobile platforms
- Strong experience with MDM tools (Jamf Pro, Intune)
- Familiarity with ITIL service management and compliance practices
- Experience supporting a global customer base and collaborating across time zones
- Hands on experience with troubleshooting end user IT equipment hardware issues
- Strong understanding of basic IT technical concepts such as Microsoft Services, Networking, IT Infrastructure
Full Job Posting
Job Description
- IT Operations is the frontline connection between IT@IFS and our global user community.
- This mid level role is crafted for experienced IT professionals who excel in delivering high quality technical support directly to end users across varied environments.
- As an IT Support Engineer, you are not only a frontline troubleshooter but also a strategic contributor to the broader support framework.
Key Responsibilities
- Deliver Advanced Multi Platform Support: Provide expert level technical assistance across Windows, macOS, and mobile platforms.
- Lead Troubleshooting & Escalation Management: Take ownership of persistent or high impact technical problems.
- Support & Optimize Office IT Infrastructure: Maintain and enhance video conferencing systems, network connectivity, and shared office technologies.
- Represent IT in Cross Functional Projects: Act as a technical liaison in office expansions, infrastructure upgrades, and service transitions.
- Maintain Documentation & Knowledge Sharing: Create and refine internal documentation, SOPs, and troubleshooting guides.
- Provide Regional Onsite Support: Travel occasionally to regional offices to deliver hands on support.
Skills & Competencies
- Advanced Troubleshooting: Diagnoses and resolves complex technical issues across Windows, macOS, and mobile platforms.
- MacOS Expertise: Demonstrates deep proficiency in macOS administration.
- Security Awareness: Upholds high standards of endpoint and data security.
- Project Collaboration: Actively contributes to cross functional IT initiatives.
- Documentation & Knowledge Sharing: Creates and maintains clear, actionable documentation.
- Customer Service Excellence: Delivers high quality support across multiple channels.
- Autonomy & Leadership: Operates independently with minimal supervision.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Computer Systems & Network or System Engineering (or equivalent experience).
- Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation).
- Strong professional IT support experience, including remote and onsite roles.
- At least 2 years of experience in IT operations or IT support function.
- Advanced proficiency in Windows, macOS, and mobile platforms.
- Strong experience with MDM tools (Jamf Pro, Intune).
- Familiarity with ITIL service management and compliance practices.
- Experience supporting a global customer base and collaborating across time zones.
- Hands on experience with troubleshooting end user IT equipment hardware issues.
- Strong understanding of basic IT technical concepts such as Microsoft Services, Networking, IT Infrastructure.
- Ability to work in a fast paced, ever changing environment.
- Work effectively individually or in a team oriented, collaborative environment.
Growth Indicators
- Leads Local Support Operations: Serves as the go to technical lead for regional support activities.
- Improves Support Processes & User Experience: Identifies recurring challenges and implements enhancements.
- Influences Strategic IT Planning: Provides input on infrastructure decisions and technology rollouts.
Additional Information
- We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles.
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