Technical Support Engineer
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Key skills for this role
About the Role
Datamatics Technologies is seeking a Technical Support Engineer to provide L1, L2, and L3 support for enterprise applications and IT services in Riyadh. The role involves incident management, troubleshooting, ticketing systems, and ensuring SLA compliance.
Key Skills for This Role
Responsibilities
- Provide L1, L2, and L3 technical support for enterprise applications, hardware, software, and end user systems
- Diagnose, troubleshoot, and resolve technical issues through remote and on site support
- Manage incidents, service requests, and problem tickets using enterprise ITSM platforms
- Escalate complex issues to appropriate technical teams while ensuring timely resolution
- Monitor support queues and ensure adherence to Service Level Agreements (SLAs)
- Perform root cause analysis and recommend preventive solutions for recurring issues
- Install, configure, and support desktop applications, operating systems, and enterprise software
- Document incidents, troubleshooting steps, and knowledge base articles
- Collaborate with infrastructure, application, security, and operations teams to resolve technical issues
- Provide end user training and technical guidance when required
Requirements
- Experience providing L1, L2, or L3 technical support
- Hands on experience with ServiceNow, Zendesk, or Jira for incident and service request management
- Proficiency in Microsoft Office and end user productivity tools
- Strong understanding of Windows operating systems and desktop troubleshooting
- Knowledge of hardware, software, networking, and system troubleshooting
- Experience with incident management, ticket lifecycle management, and SLA compliance
- Excellent analytical, troubleshooting, and problem solving skills
- Strong verbal and written communication skills with a customer focused approach
- Bachelor's degree or Diploma in Computer Science, Information Technology, or related field
- 0–8 years of experience in Technical Support, IT Help Desk, Service Desk, Desktop Support, or IT Operations
Full Job Posting
Role Summary
- We are seeking a Technical Support Engineer to provide Level 1, Level 2, and Level 3 technical support for enterprise applications, end user systems, and IT services.
- The ideal candidate will have experience in incident management, service desk operations, troubleshooting, ticketing systems, and customer support while ensuring timely issue resolution and a high quality user experience.
Key Responsibilities
- Provide L1, L2, and L3 technical support for enterprise applications, hardware, software, and end user systems
- Diagnose, troubleshoot, and resolve technical issues through remote and on site support
- Manage incidents, service requests, and problem tickets using enterprise ITSM platforms
- Escalate complex issues to appropriate technical teams while ensuring timely resolution
- Monitor support queues and ensure adherence to Service Level Agreements (SLAs)
- Perform root cause analysis and recommend preventive solutions for recurring issues
- Install, configure, and support desktop applications, operating systems, and enterprise software
- Document incidents, troubleshooting steps, and knowledge base articles
- Collaborate with infrastructure, application, security, and operations teams to resolve technical issues
- Provide end user training and technical guidance when required
Must Have Skills
- Experience providing L1 OR L2 OR L3 Technical Support
- Hands on experience with ServiceNow OR Zendesk OR Jira for incident and service request management
- Proficiency in Microsoft Office and end user productivity tools
- Strong understanding of Windows operating systems and desktop troubleshooting
- Knowledge of hardware, software, networking, and system troubleshooting
- Experience with incident management, ticket lifecycle management, and SLA compliance
- Excellent analytical, troubleshooting, and problem solving skills
- Strong verbal and written communication skills with a customer focused approach
Good to Have
- Experience with Active Directory OR Microsoft Entra ID (Azure AD)
- Knowledge of Microsoft 365 administration and support
- Experience with remote support tools such as TeamViewer, AnyDesk, or Microsoft Remote Desktop
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Familiarity with ITIL processes and service management best practices
- Basic PowerShell or scripting knowledge for automation
- ITIL Foundation, Microsoft, or CompTIA certifications
Qualifications
- Bachelor's degree or Diploma in Computer Science, Information Technology, Information Systems, or a related field
- 0–8 years of experience in Technical Support, IT Help Desk, Service Desk, Desktop Support, or IT Operations
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