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IT Helpdesk Support Engineer
IT Helpdesk Support EngineerConfidential • Dammam, Eastern Province, Saudi Arabia
IT Helpdesk Support Engineer

IT Helpdesk Support Engineer

Confidential • Dammam, Eastern Province, Saudi Arabia
30+ days ago
Job description

This role serves as the first level of IT support, providing onsite and remote assistance to users on personal computing, mobile devices, telephone, networks, audio / video conferencing, and other site infrastructure systems. The incumbent ensures timely, user-friendly troubleshooting and issue resolution while maintaining strict compliance with internal IT standards and policies.

The role also supports central IT teams with on-site activities related to infrastructure, applications, and projects to ensure seamless IT operations at the site.

Key Accountabilities

User Compute Support

  • Serve as the first point of contact for IT issues, ensuring prompt logging, resolution, and communication through the IT Helpdesk System.
  • Install, upgrade, and troubleshoot PCs, laptops, printers, mobile devices, and telephony systems as per internal configuration standards.
  • Maintain accurate and updated IT asset records for all authorized devices.
  • Provide proactive maintenance and on-demand support for meeting room AV systems and VIP meetings.
  • Ensure antivirus protection, system updates, and security patches are up to date.
  • Deliver end‑user guidance and awareness training to minimize recurring incidents.

Infrastructure Support (Onsite)

  • Conduct proactive daily monitoring of local server room conditions (hardware, UPS, temperature, etc.) and escalate any anomalies.
  • Coordinate with ISPs, vendors, and network providers when required.
  • Maintain structured cabling, workspace organization, and overall cleanliness of IT‑managed areas.
  • Monitor and support local CCTV, Access Control, and Time & Attendance systems, escalating issues as per the security incident process.
  • Adhere strictly to IT Change Management procedures—no unauthorized infrastructure modifications.
  • Perform regular backup and restore operations and assist with local network configurations when guided.

    • Business Systems Support (Sales Force / ERP / BI Systems)

  • Coordinate with IT and vendors for troubleshooting, rollouts, and upgrades.
  • Assist business users in logging incidents and service requests accurately in the Helpdesk System.
  • Support application teams in investigation and troubleshooting of business system incidents.

    • Other IT Responsibilities

  • Maintain and update IT asset and user master data records.
  • Undertake additional IT responsibilities (e.g., Antivirus Administration) to support learning and growth.

    • Compliance and Governance

  • Follow all IT policies, processes, and procedures, including :
  • Incident, Service Request, and Problem Management
  • Change and Release Management
  • Information Security and Terms of Use
  • Joiners, Movers, Leavers (JML) Policy
  • Engage only internal approved IT vendors.
  • Ensure no unauthorized system or infrastructure modifications occur.

    • Key Performance Indicators (KPIs)

  • All IT PCs and devices registered in Active Directory, ManageEngine, or Intune.
  • All systems updated with the latest antivirus versions and OS security patches.
  • IT incidents and service requests resolved within two (2) business days, except where vendor or hardware dependencies exist.
  • Full compliance with IT processes, policies, and change management protocols.
  • Up‑to‑date and accurate IT asset inventory for local site storerooms.
  • Proactive monitoring and zero critical downtime due to preventable IT issues.
  • Positive feedback and satisfaction ratings from business users and stakeholders.

    • Decision Rights

  • Decide on priority and sequencing of IT support requests within agreed SLA limits.
  • Approve routine hardware and software installations for end‑users as per internal standards.
  • Escalate major incidents or changes to the Group Sr. IT Manager – Infrastructure and Helpdesk.
  • Validate local IT inventory updates and asset records for accuracy.
  • Execute day‑to‑day operational decisions required to maintain site IT functionality, including troubleshooting, backup / restore, and AV support.

    • Requirements

    Experience

  • Minimum 4 years of experience in PC and mobile user support.
  • At least 1 year each in :
  • IP Telephony
  • Basic site networking
  • CCTV and IP camera maintenance

    • Knowledge & Technical Skills

  • Strong understanding of PC / laptop hardware, operating systems, and networking.
  • Proficiency with helpdesk systems and IT peripherals.
  • Expertise in Windows 11, Microsoft 365, Outlook, and related productivity tools.
  • Familiar with Active Directory, MS Exchange, and remote desktop utilities.
  • Knowledge of routers, switches, firewalls, and LAN configurations.
  • Experience with AVAYA / Panasonic IP telephony systems.
  • Ability to install and configure network printers, scanners, and AV systems.
  • Familiarity with backup / restore procedures and antivirus administration.
  • Working knowledge of Citrix clients and meeting room AV technologies.

    • Qualifications

  • Bachelor’s degree in Computer Science or related field.
  • Microsoft Certified Solutions Expert (MCSE).
  • Technical Expertise : Demonstrates solid technical understanding and practical problem‑solving skills across IT domains.
  • Customer Orientation : Maintains a service‑oriented mindset with high responsiveness to user needs.
  • Accountability : Takes ownership of assigned incidents, ensuring closure and proper communication.
  • Attention to Detail : Maintains accuracy in documentation, configuration, and asset management.
  • Collaboration : Works effectively with peers, vendors, and cross‑functional teams to achieve IT objectives.
  • Adaptability : Responds efficiently to changing priorities, urgent issues, and dynamic work conditions.
  • Learning Agility : Continuously enhances skills, keeping up‑to‑date with emerging technologies.
  • Communication : Clearly and professionally communicates with users and technical stakeholders.

    • Role Positioning within Operating Model

  • Strategic Direction : Supports execution of IT infrastructure and end‑user service strategies in alignment with Group IT direction.
  • Operational Leadership : Provides hands‑on technical and operational support ensuring uninterrupted IT services and system availability.
  • Administrative Execution : Maintains accurate IT documentation, asset records, and compliance reporting as per policy.
  • Functional Support : Acts as the on‑ground IT representative to deliver user support, infrastructure maintenance, and technology enablement at the site.

    • Seniority level

    Associate

    Employment type

    Full‑time

    Job function

    Information Technology

    Industries

    Food and Beverage Services, Food and Beverage Manufacturing, and Beverage Manufacturing

    Location

    Dammam, Eastern, Saudi Arabia

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    It Support Engineer • Dammam, Eastern Province, Saudi Arabia