Technical Support Engineer - Saudi Arabia

Overview

We are looking for a proactive and capable Level 1 (L1) Support Engineer to become a part of our IT Managed Services team. This position involves delivering initial technical assistance, continuously monitoring IT systems, diagnosing issues, and escalating complex situations concerning enterprise IT infrastructure, cloud computing, networking, and security technologies. The successful candidate will have strong analytical abilities, effective communication skills, and a dedication to customer-focused IT operations.

Primary Responsibilities

• Deliver first-tier support for IT incidents and service requests related to multiple enterprise technologies, ensuring prompt issue resolution and accurate record keeping.
• Monitor infrastructure elements such as compute, storage, network, security systems, and cloud environments; promptly respond to alerts and conduct preliminary troubleshooting.
• Carry out routine administration duties like system health verification, analyzing logs, and performing scheduled maintenance activities.
• Support configuration, setup, and ongoing maintenance of IT systems, including virtualization platforms, cloud services, security appliances, and network devices.
• Forward more advanced problems to higher-level (L2/L3) teams, ensuring thorough knowledge transfer and proper ticket documentation.
• Adhere to IT service management processes and best practices, meeting service level agreements for incident response and issue resolution.
• Assist in backup and disaster recovery processes to maintain data integrity and availability.
• Support access control procedures, identity verification, and compliance with security protocols.
• Document troubleshooting steps, solutions, and system configurations in a centralized knowledge repository.
• Participate in shift-based work including weekends and on-call duties as required.

Candidate Requirements

• A Bachelor’s degree in Computer Science, Information Technology, or an equivalent field or experience.
• Between one to three years of experience in IT support or infrastructure monitoring roles.
• Basic understanding of enterprise IT architecture including compute, storage, networking, security, and cloud platforms.
• Familiarity with ITSM tools such as ServiceNow and ticketing systems.
• Experience using monitoring tools for performing system health checks and log evaluations.
• Knowledge of networking basics including TCP/IP, DNS, DHCP, VPN, and VLANs.
• Strong analytical skills with effective troubleshooting capabilities.
• Excellent oral and written communication skills.
• Capacity to work efficiently in a fast-paced, team-focused environment.
• A customer-centric mindset with the ability to manage technical queries promptly and professionally.

Desirable Skills and Certifications

• Certifications like VMware VCTA, CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
• Experience with automation scripting languages such as PowerShell, Bash, or Python.
• Basic familiarity with cloud computing services and hybrid cloud architectures.
• Understanding of cybersecurity concepts and endpoint protection mechanisms.
• Knowledge of identity and access management tools.
• Exposure to IT asset management and compliance tracking procedures.
• Experience with containerization and orchestration technologies.

About the Employer

We are experts in multicloud solutions, leveraging leading technologies across applications, data, and security to deliver comprehensive solutions. Our record includes advising customers on business challenges, designing scalable solutions, building and managing them, and ensuring future returns. Recognized consistently as a top employer by major sources, we attract and develop exceptional talent. Join us to embrace technology, empower customers, and shape the future.

We believe that diverse perspectives drive innovation and allow us to serve customers and communities worldwide with distinction. We are committed to equal employment opportunities regardless of any protected category and will provide accommodations upon request.