Desktop EUC L1

Role overview

Iron Systems, Inc. is looking for a Desktop EUC L1 professional to provide hands-on user and endpoint support in Riyadh, Saudi Arabia. The role involves direct assistance for desktop, laptop, mobile, meeting room, and some data center support activities, with a strong emphasis on meeting service levels and maintaining accurate ticket updates.

Key responsibilities

• Deliver on-site and desk-side assistance to end users.
• Handle PC issues under the guidance of CLIENT level 2 support or the designated SPOC.
• Resolve incidents and service requests within SLA targets, even in a high-pressure setting.
• Deploy, set up, and troubleshoot customer “Gold” images on PCs and laptops, including related software and hardware.
• Keep support tickets current with daily updates.
• Assist with meeting room technology and video conferencing setup and support.
• Support printers, scanners, and similar peripherals.
• Provide support for mobile devices such as iPads, iPhones, and Android phones/tablets.
• Back up and restore end-user data when required during service incidents.
• Offer smart hands support for data center equipment in locations where this is required by SLA.
• Assist CLIENT technical support teams in diagnosing data center device issues.
• Replace faulty components in data center equipment as instructed, including module swaps and patch cable reconnection.
• Carry out daily tape changes for local backup routines at required sites.
• Load and remove tapes from tape libraries as directed by CLIENT technical support.

Behavioral expectations

• Present a professional appearance and strong customer-facing communication skills.
• Show initiative, independence, and proactive problem-solving.
• Develop effective working relationships within the team and across the wider business and Professional Services groups.
• Maintain required standards of conduct, deportment, and ethical workplace behavior.
• Be capable of working alone without supervision when needed.
• Stay organized and manage priorities effectively.
• Be fully vaccinated.

Technical skills and experience

• Hands-on experience with a call logging or ticketing system.
• Strong working knowledge of Windows 7/10 and Microsoft Office applications.
• Experience supporting Mac systems is an added advantage.
• Familiarity with mobile devices, especially Android and iPhone platforms.
• Practical knowledge of current and legacy hardware platforms, including building, configuring, replacing, and troubleshooting PC and laptop components.
• Exposure to Microsoft SCCM.
• Ability to replace defective parts as identified by CLIENT.
• Strong practical experience with installing and troubleshooting data center equipment, including rack and stack and cabling work.
• Excellent English communication skills, along with proficiency in the local language.

Education requirements

• Completion of CompTIA certifications such as A+ or Network+ is preferred.
• Completion of Microsoft certifications such as MCP, MCITP, or MCSE, or near completion, is preferred.

Additional notes

This role is based in Riyadh, Riyadh, Saudi Arabia and is a full-time onsite position. No salary, stipend, start date, duration, or vacancy count was specified in the source information.