IT Support Specialist II - Riyadh

About the Role

Veeam is a data and AI trust company that helps organizations understand, secure, and strengthen their data and AI environments so they can adopt AI safely at scale. The company leads the market in data resilience and data security posture management, and its platform is designed around the combined challenges of identity, data, security, and AI risk. With headquarters in Seattle and a presence in more than 30 countries, Veeam supports over 550,000 customers around the world.

This position is based on-site in Riyadh and focuses on supporting office users with day-to-day IT needs, including software issues, account administration, and connectivity concerns. The role also involves managing physical equipment such as issuing devices, receiving returned hardware, checking equipment condition, and updating records in the hardware asset management system. When there are no local user requests or devices to process, you will work through remote Service Desk tickets. The ideal candidate is someone reliable, self-driven, and comfortable resolving unfamiliar issues independently until they are fully fixed.

Key Responsibilities

• Serve as the first contact for IT support requests received in person, through the ticketing system, by email, or via chat.
• Assess, prioritize, solve, and escalate Service Desk cases while meeting SLA commitments.
• Provide support for end-user devices and office technology, including laptops, desktops, peripherals, printers, mobile devices, and meeting room or AV equipment.
• Distribute and collect devices, perform basic troubleshooting to determine whether equipment can be repaired or must be sent to a service provider, arrange repairs, and maintain accurate hardware and software records.
• Prepare hardware and accounts for new employees and handle device collection and account deactivation when employees exit.
• Manage user accounts across multiple systems.
• Support remote users using remote access and diagnostic tools.
• Keep the Service Desk knowledge base current with clear and correct procedures.
• Collaborate effectively as part of an international team.

Requirements

• At least 2 years of experience in an IT Service Desk or desktop support position, preferably in an enterprise setting.
• A bachelor's degree in IT, Computer Science, or a related discipline is preferred, although equivalent hands-on experience may be accepted.
• Fluency in both English and Arabic, spoken and written, is required.
• Experience supporting user devices across the full lifecycle, including onboarding new hires and offboarding departing employees.
• Hands-on experience with Active Directory tasks such as creating and managing accounts and distribution lists, resetting passwords, and unlocking accounts.
• Familiarity with a ticketing platform such as ServiceNow for tracking and managing support work.
• Strong practical knowledge of Microsoft Windows, especially Windows 11 and preferably Windows 10, as well as macOS.
• Comfort using Microsoft 365 applications.
• Ability to handle multiple issues at the same time and respond to requests in real time.
• A service-oriented mindset, with the ability to work independently and perform well under pressure.
• Willingness to lift and move hardware, accessories, and related equipment when necessary.
• Openness to learning new products and technologies through lab practice, self-study, and support documentation.

Preferred Qualifications

• Ability to support users with different levels of technical familiarity.
• Knowledge of networking basics such as TCP/IP, DNS, DHCP, and VPN.
• Practical experience with Microsoft Exchange, Entra ID, Jamf, or Intune.
• Relevant certifications such as ITIL, CompTIA A+, Microsoft role-based credentials like MD-102 Endpoint Administrator, or comparable certifications.
• Experience using incident monitoring and management tools.
• Scripting and automation experience, including PowerShell.

Work Schedule and Arrangement

This is an on-site role in Riyadh. The working week runs from Sunday to Thursday, beginning at 9:00 AM, with Friday and Saturday as weekly days off. At times, the role may require flexibility beyond regular hours, such as during office moves or events, but any such change is arranged in advance and agreed upon with the employee.

Additional Information

Veeam Software is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status, or any other status protected by applicable law. All information shared during recruitment is treated confidentially.

Personal data collected during hiring is handled in line with the company’s Recruiting Privacy Notice, which explains how information is collected, used, and managed throughout the recruitment process. By applying, you agree to this processing.

By submitting an application, you confirm that all details and supporting documents are complete and accurate to the best of your knowledge. Any false statement, omission, or misrepresentation may lead to disqualification from consideration or termination of employment if discovered after hiring.