Senior Analyst - IT Support
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Key skills for this role
About the Role
Marsh is hiring a Senior Analyst, IT Support to provide dedicated onsite end-user IT support in Riyadh. The role requires 7+ years of hands-on enterprise IT support experience and a bachelor's degree.
Key Skills for This Role
Responsibilities
- Provide onsite support to colleagues using multiple channels (in person and virtual support as needed)
- Diagnose, troubleshoot, and resolve hardware/software issues for end users in an enterprise environment
- Provide support for both Windows laptops and MacBooks/macOS users
- Support and troubleshoot Microsoft Office, corporate mobile devices, printers, peripherals, and AV/meeting room systems
- Accurately log, track, and document incidents and requests within the incident management system
- Perform laptop builds, configuration, troubleshooting, and re imaging as required
- Support laptop imaging and deployment processes, including Windows Autopilot
- Support Mobile Device Management (MDM) processes and device compliance requirements
- Execute onsite troubleshooting activities including basic networking support, server room familiarity, cabling, and rack & stack
- Provide proactive support by identifying and resolving performance issues before impact
- Share knowledge and provide guidance/training to improve colleague experience and technology adoption
- Support local projects such as office moves, hardware deployments, and upgrades as assigned
Requirements
- 7+ years of relevant IT Support experience (hands on, end user support)
- Strong experience in a corporate/enterprise environment supporting professional end users
- Experience supporting 100+ users
- Proven experience delivering onsite IT support (not remote only)
- Bachelor’s Degree required
- Excellent English communication (spoken and written)
- Must be willing to work onsite 5 days/week in Riyadh
- Must be comfortable providing occasional after hours and weekend support in emergencies
- Must be comfortable supporting both Windows and Mac environments
Full Job Posting
About The Role
- We are recruiting a Senior Analyst, IT Support to provide dedicated, hands on onsite end user IT support.
- This is a senior, client facing support role (not a call center/helpdesk only position). You will own the full support process—diagnosis, troubleshooting, resolution, and escalation—while delivering service in line with agreed KPIs and SLAs.
- The ideal candidate understands the pace, professionalism, and urgency expected in a consulting / professional services environment.
Key Responsibilities Onsite End User Support (Primary Focus)
- Provide onsite support to colleagues using multiple channels (in person and virtual support as needed).
- Diagnose, troubleshoot, and resolve hardware/software issues for end users in an enterprise environment.
- Provide support for both Windows laptops and MacBooks/macOS users.
- Support and troubleshoot: Microsoft Office and standard corporate applications, Corporate mobile devices and mobility technology, Printers and peripherals, AV / meeting room systems and conference room technology.
- Deliver a high level of service to colleagues, including senior stakeholders/executives, with strong communication and professionalism.
- Accurately log, track, and document incidents and requests within the incident management system and ensure timely resolution/escalation.
Device Deployment, Imaging, and Enterprise Tooling
- Perform laptop builds, configuration, troubleshooting, and re imaging as required.
- Support laptop imaging and deployment processes, including Windows Autopilot (or similar tools).
- Support Mobile Device Management (MDM) processes and device compliance requirements.
- Execute onsite troubleshooting activities, including: Basic networking support, Server room familiarity, Cabling, and rack & stack activities where required.
Proactive Support & Continuous Improvement
- Provide proactive support by identifying and resolving performance issues before impact (e.g., using performance monitoring tools such as Nexthink or similar).
- Share knowledge and provide guidance/training to improve colleague experience and technology adoption.
- Support local projects such as office moves, hardware deployments, and upgrades as assigned.
Required Experience & Qualifications (Non Negotiable)
- 7+ years of relevant IT Support experience (hands on, end user support).
- Strong experience in a corporate/enterprise environment supporting professional end users.
- Experience supporting 100+ users.
- Proven experience delivering onsite IT support (not remote only).
- Bachelor’s Degree required (technical degree preferred but not mandatory).
- Excellent English communication (spoken and written). Arabic is a plus but not required.
Skills & Competencies
- Strong troubleshooting and analytical problem solving skills
- Excellent customer service mindset and colleague first approach
- Strong organization, prioritization, and ownership of tasks
- Professional, calm under pressure, and able to handle urgent issues appropriately
- Confident supporting senior stakeholders/executives
- Comfortable working with local and remote teams across time zones
Eligibility / Practical Requirements
- Candidates already based in Saudi Arabia are strongly preferred.
- Candidates outside Saudi Arabia may be considered only if the profile is outstanding.
- No relocation package — candidates must be comfortable with this.
- Must be willing to work onsite 5 days/week in Riyadh.
- Must be comfortable providing occasional after hours and weekend support in emergencies.
- Must be comfortable supporting both Windows and Mac environments.
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