IT Support Engineer

Department Information Technology

Location: Riyadh, Saudi Arabia
Reporting to Head of IT – Dubai Office

Job Summary

We are seeking a proactive and customer-focused IT Support Engineer to provide onsite Level 1 and Level 2 technical support for office users in Riyadh, KSA. The role is responsible for handling daily IT operations, troubleshooting technical issues, supporting end-user devices and Microsoft 365 services, and coordinating with the regional IT team to ensure smooth business operations.

Key Responsibilities

End-User Support

• Provide Level 1 and Level 2 IT support to office users
• Troubleshoot hardware, software, printer, email, and connectivity issues
• Support desktops, laptops, mobile devices, docking stations, and peripherals
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications
• Assist users with password resets, account access, and general IT requests
• Coordinate unresolved issues with remote IT teams or external vendors

IT Infrastructure & Network Support

• Monitor and support office LAN and Wi-Fi connectivity
• Perform basic network troubleshooting and connectivity checks
• Coordinate with ISP providers and telecom vendors for network-related issues
• Support printers, meeting room systems, IP phones, and office IT equipment
• Assist in installation, relocation, and maintenance of IT devices

IT Operations & Administration

• Maintain IT asset inventory and documentation
• Support onboarding and offboarding activities
• Configure laptops and desktops for new employees
• Coordinate hardware repairs, replacements, and warranty follow-ups
• Support software installation, patching, antivirus, and system updates
• Ensure compliance with company IT policies and security standards

Incident Management

• Log, track, and update incidents/service requests
• Provide timely updates to users and IT management
• Escalate major issues appropriately and ensure follow-up until resolution
• Coordinate daily operational activities with the Head of IT and remote IT teams

Required Skills & Experience

Technical Skills

• Good knowledge of Windows operating systems and Microsoft 365
• Basic networking knowledge (LAN/Wi-Fi, TCP/IP, printers, ISP coordination)
• Experience with desktop/laptop troubleshooting and end-user support
• Familiarity with remote support tools and ticketing systems

Experience

• 2–4 years of experience in IT Support, Desktop Support, or IT Helpdesk roles
• Experience supporting users in a corporate environment
• Experience working with remote IT teams is preferred

Education & Certifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field
• Microsoft or IT support certifications preferred
• ITIL Foundation certification is an advantage

Language Requirements

• Good English communication skills (spoken and written) are mandatory
• Arabic language skills are preferred but not mandatory

Working Conditions

Full-time onsite role based in Riyadh, KSA
Working days: Sunday to Thursday
Working hours: 9:00 AM – 5:00 PM

Key Attributes

• Strong troubleshooting and problem-solving skills
• Professional communication and customer-service mindset
• Ability to work independently and manage daily support activities
• Ability to prioritize tasks and handle incidents efficiently
• Maintain confidentiality and follow IT security standards