IT Support Specialist II - Riyadh
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Key skills for this role
About the Role
Veeam Software is seeking an IT Support Specialist II for their Riyadh office. The role involves providing on-site IT support, handling hardware lifecycle, administering user accounts, and supporting remote users.
Key Skills for This Role
Responsibilities
- Be the first point of contact for IT requests, whether someone walks up to the desk or submits a request through the ticketing system, by email, or over chat
- Triaging, prioritizing, resolving, and escalating Service Desk tickets within Service Level Agreement (SLA) targets
- Support end user hardware and software, including laptops and desktops, peripherals, printers, mobile devices, and meeting room and AV equipment
- Hand out and collect devices, run basic diagnostics to decide whether to repair a device or send it for service, coordinate repairs with the relevant provider, and keep hardware asset and software license records accurate
- Set up equipment and accounts for new hires, and collect devices and deactivate accounts when staff leave
- Administer user accounts across multiple systems
- Support off site users remotely using remote access and diagnostic tools
- Keep the Service Desk knowledge base up to date with accurate processes and procedures
- Work as part of an international team
Requirements
- At least 2 years of experience in an IT Service Desk or desktop support role, ideally in an enterprise environment
- Bachelor's degree in IT, Computer Science, or related field preferred; equivalent practical experience considered
- Fluent English and Arabic, both written and spoken (mandatory)
- Experience supporting end user devices throughout their lifecycle, including new hire onboarding and offboarding
- Experience with Active Directory, including creating and managing user accounts and distribution lists, resetting passwords, and unlocking accounts
- Familiarity with a ticketing system such as ServiceNow to manage and track workload
- Solid working knowledge of Microsoft Windows (Windows 11; Windows 10 a plus) and macOS
- Confident with Microsoft 365 apps
- Comfortable juggling several issues at once and handling support requests in real time
- Proactive attitude to customer service, with ability to work under pressure and independently
- Comfortable handling physical equipment, including lifting and moving devices and accessories
- Willing to learn new products and technologies through lab time, self study, and available support resources
Full Job Posting
Role Summary
- This is an on site role in Riyadh.
- Your main job is helping office staff with their everyday IT problems, from software and account issues to connectivity, along with looking after the hardware they use.
- That side of the role covers handing out equipment, receiving and checking returned devices, and registering everything in the hardware asset management system.
- When the Riyadh office has no user issues to handle and no equipment to process, you turn to the remote Service Desk ticket queue.
- We are looking for someone dependable who can work through unfamiliar problems independently and see them through to a fix.
Your tasks will include:
- Being the first point of contact for IT requests, whether someone walks up to the desk or submits a request through the ticketing system, by email, or over chat.
- Triaging, prioritizing, resolving, and escalating Service Desk tickets within Service Level Agreement (SLA) targets.
- Supporting end user hardware and software, including laptops and desktops, peripherals, printers, mobile devices, and meeting room and AV equipment.
- Handing out and collecting devices, running basic diagnostics to decide whether to repair a device or send it for service, coordinating repairs with the relevant provider, and keeping hardware asset and software license records accurate.
- Setting up equipment and accounts for new hires, and collecting devices and deactivating accounts when staff leave.
- Administering user accounts across multiple systems.
- Supporting off site users remotely using remote access and diagnostic tools.
- Keeping the Service Desk knowledge base up to date with accurate processes and procedures.
- Working as part of an international team.
What we expect from you:
- At least 2 years of experience in an IT Service Desk or desktop support role, ideally in an enterprise environment.
- A Bachelor's degree in IT, Computer Science, or a related field is preferred; equivalent practical experience will also be considered.
- Fluent English and Arabic, both written and spoken (mandatory).
- Experience supporting end user devices throughout their lifecycle, including new hire onboarding and offboarding.
- Experience with Active Directory, including creating and managing user accounts and distribution lists, resetting passwords, and unlocking accounts.
- Familiarity with a ticketing system such as ServiceNow to manage and track your workload.
- Solid working knowledge of Microsoft Windows (Windows 11; Windows 10 a plus) and macOS.
- Confident with Microsoft 365 apps.
- Comfortable juggling several issues at once and handling support requests in real time.
- A proactive attitude to customer service, with the ability to work under pressure and on your own.
- Comfortable handling physical equipment, including lifting and moving devices and accessories when needed.
- Willing to learn new products and technologies through lab time, self study, and available support resources.
What will be your advantage:
- Comfortable working with users at any level of technical knowledge.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Hands on experience with Microsoft Exchange, Entra ID, Jamf, or Intune.
- ITIL, CompTIA A+, Microsoft role based certifications such as MD 102 (Endpoint Administrator), or similar.
- Experience with incident monitoring and management systems.
- Scripting and automation skills with tools like PowerShell.
Work arrangement:
- On site, Riyadh.
- Working week from Sunday to Thursday, starting at 9:00 AM, with Friday and Saturday off.
- Occasionally the role may need some flexibility outside standard hours, for example during office moves or events. This is arranged ahead of time and agreed with you first.
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