IT Support Engineer - Deskside and Infrastructure Roles for Lenovo in Riyadh

Position Overview

We are seeking two dedicated IT Support Engineers to provide hands-on, on-site IT services at Lenovo's manufacturing plant located in Riyadh, Saudi Arabia. The roles are divided into two specialized areas:

• IT Support Engineer - Deskside
• IT Support Engineer - Infrastructure

Although employed by our organization, you will be assigned to deliver support services directly for Lenovo's facility situated at Building 8791, 105th Street, Special Integrated Logistics Zone, Riyadh 13442.

IT Support Engineer - Deskside Responsibilities

• Deliver Level 2 on-site support to end users for desktops, laptops, printers, monitors, and other peripherals.
• Diagnose and resolve hardware, software, and peripheral issues promptly and professionally.
• Perform Install, Move, Add, Change, and De-install (IMACD) tasks for user devices.
• Support operating system installation, reimaging, encryption procedures, driver setups, and application deployments.
• Manage incident and service request tickets via ITSM system, keeping users updated regularly.
• Escalate complex or unresolved issues to Level 3 support or specialized teams as necessary.
• Assist with user onboarding and offboarding including device preparation and access provisioning.
• Document frequent issues, solutions, and workarounds to maintain an updated knowledge base.
• Liaise with third-party providers for hardware repairs, replacements, and warranty claims.
• Ensure strict adherence to Service Level Agreements (SLAs), security protocols, and organizational IT policies during service delivery.

IT Support Engineer - Deskside Required Skills and Competencies

• Solid expertise with Windows operating systems (10 and 11) and Office productivity tools.
• Comprehensive understanding of desktop and laptop hardware and peripheral devices.
• Experience with device imaging and deployment utilities such as SCCM or Endpoint management tools.
• Familiarity with Active Directory basics including domain joining and user/group management.
• Knowledge of ITIL/ITSM processes.
• Excellent troubleshooting ability along with strong communication and customer support skills.
• Ability to operate autonomously in an on-site support environment.
• Strong analytical mindset, excellent problem-solving capabilities.
• Effective interaction skills to communicate with both technical and non-technical audiences.
• Capability to manage multiple tasks efficiently in rapidly changing environments.
• High attention to detail and ownership of work deliverables.
• Enthusiasm for continual learning and adapting to new technologies and software.
• Comfortable working within small teams as well as larger global groups in a multicultural setting.

IT Support Engineer - Infrastructure Responsibilities

• Maintain operation of critical IT-managed applications on-site to ensure business continuity.
• Provide IT support services within defined SLAs to meet IT and business Key Performance Indicators (KPIs).
• Support IT changes and projects affecting local and regional infrastructures, desktops, applications, and security.
• Serve as IT liaison with business management, delivering service reports and managing satisfaction levels.
• Ensure upkeep of network infrastructure supporting IT systems.
• Maintain comprehensive technical documentation, standard operating procedures, and knowledge assessments.
• Enforce compliance with IT policies, security standards, and audit demands.

IT Support Engineer - Infrastructure Required Skills and Competencies

• Intermediate proficiency with Microsoft Windows clients.
• Basic knowledge of Windows servers and Active Directory services.
• Foundational understanding of Linux systems.
• Competence in computer networking at an intermediate level.
• Familiarity with Microsoft 365 core applications.
• Knowledge of printing services, including label and laser printers.
• Basic handling of Android devices.
• Capability for software and hardware troubleshooting.
• Acquaintance with ITIL frameworks and Agile methodologies.
• Introductory awareness of cybersecurity practices such as application security and access control.
• Strong analytical and problem-solving skills.
• Effective communication across technical and business stakeholders.
• Ability to prioritize tasks in a fast-paced environment with strong ownership and attention to detail.
• Eagerness to learn and adapt to new technologies and business applications.
• Collaborative approach in small teams and larger global settings, adaptable to multicultural environments.

Educational and Language Requirements

• A bachelor's degree in IT, Computer Science, or a related field is required for both roles.
• Proficiency in English, both spoken and written, is mandatory.
• Knowledge of Mandarin and Arabic languages is considered an advantage but not required.