Desktop Support Engineer

Position Name: IT Service Desk / End User Support Engineer (IT Support Engineer) Location and Workdays: Riyadh and Dammam (6 days on-site). Job Requirements Education • Diploma Holders Experience • 1-2 Years of Experience Computer Skills • MS Office Suite • Networking Basics • Windows installation • Infrastructure Knowledge Languages • English • Arabic Service Desk • First point of contact and day-to- day technical support to end users. • Responds to Level 1-2 support requests via multiple sources such as phone and email. • Enters call data into the tracking system. • Interacts with Guests in a courteous and professional manner. • Provides user access service. • Diagnoses client problems. • Assists customers with recovery issues. • Escalates problems when necessary. • Documents problem status and resolution in tracking log. Project Planning • Provides input during project planning and requirements phase. • Assists management in delivering project objectives Customer Technology Support • Consults with users to determine hardware, software, or system functionality issues. • Assists in the deployment of new or upgraded images, software, and hardware for multiple Guests. • Performs configuration changes, updates, and upgrades, as directed. • Performs minor to medium repairs to hardware, software, and peripheral equipment, following design or installation specifications. • Provides ongoing support of client technology. • Participates in Induction training for newly hired Guests to ensure their awareness of main IT services, Asset usage, and how to reach IT Support. Technical Support • Provides technical support for meetings that include video conferencing. • Monitors and communicates system status to internal management. • Diagnoses and resolves guests' workstation and mobile device hardware and software issues. • Assists vendor technical experts to resolve client problems. Service Level Management • Collaborates in the development of service-level objectives and takes steps to meet or exceed targets. • Explains service procedures to Guests. • Follows up in a timely manner to ensure customer satisfaction. • Develops monitoring and analytical dashboards for end users' devices and put an action plan to work proactively and ensure end-user service stability and increase end-user NPS. Asset Management: • Update the receiving form for Nahdi users of the new hardware received on the IT Asset Management System to ensure proper asset management • Manages the IT Assets conditions by developing high quality assets dashboard using IT Monitoring and analytics tools such as Nexthink System. • Maintain the IT support asset inventory by checking the hardware per the monthly periodic maintenance plan, receiving the new hardware devices, and preparing the hardware for use to meet the business requirements.