Talent.com
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
منذ أكثر من 30 يومًا
الوصف الوظيفي

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

    #J-18808-Ljbffr

    إنشاء تنبيه وظيفي لهذا البحث

    It Support Engineer • Dammam, Eastern Province, Saudi Arabia

    الوظائف ذات الصلة
    Cyber Defense Center Analyst (Saudi Arabia)

    Cyber Defense Center Analyst (Saudi Arabia)

    Eram Talent • Al Khobar, Eastern Province, SA
    Quick Apply
    A leading Talent Acquisition Company in Saudi Arabia is looking for a talented Cyber Defense Center Analyst to join our esteemed team in Saudi Arabia. In this critical role, you will play a key...أظهر المزيد
    آخر تحديث: منذ أكثر من 30 يومًا
    Sales Engineer – Middle East

    Sales Engineer – Middle East

    Nord-Lock Group • Dammam, Eastern Province, Saudi Arabia
    Do you have a strong background and passion for Sales Engineering? Then you might be the person we are looking for! Take on the role as Sales Engineer and become a key part of our growth journey in...أظهر المزيد
    آخر تحديث: 6 منذ ساعات • عَرْضٌ مُرَوَّجٌ له • جديد!
    HSE Engineer - HV Transmission & Substation

    HSE Engineer - HV Transmission & Substation

    Al Haider Company for Contracting • Ra's Tannurah, Eastern Province, Saudi Arabia
    We are seeking a passionate and safety-conscious HSE Engineer to join our high-voltage transmission line projects (both overhead & underground) team in Saudi Arabia. You will play a crucial role in ...أظهر المزيد
    آخر تحديث: 2 منذ ساعات • عَرْضٌ مُرَوَّجٌ له • جديد!
    Handyman

    Handyman

    Jing Hau • المالكية, Northern Governorate, Bahrain
    Handyman vacancy in Al-Malikiyah Bahrain.The Handyman Technician will be responsible for performing a variety of maintenance and repair tasks in residential and commercial properties in Al-Malikiya...أظهر المزيد
    آخر تحديث: 8 منذ أيام • عَرْضٌ مُرَوَّجٌ له
    Senior ERP MS Dynamics 365 Consultant

    Senior ERP MS Dynamics 365 Consultant

    Rawabi Electric Company • Dammam, Eastern Province, Saudi Arabia
    Candidates for this job analyze business requirements and translate those requirements into fully realized business processes and solutions that implement industry best practices.Candidates serve a...أظهر المزيد
    آخر تحديث: منذ أكثر من 30 يومًا • عَرْضٌ مُرَوَّجٌ له
    Support Engineer -webMethods (Developer) (Remotely)

    Support Engineer -webMethods (Developer) (Remotely)

    Master-Works • Khobar, Saudi Arabia
    Master-Works is seeking a dedicated and skilled.Support Engineer - webMethods (Developer).In this role, you will be responsible for providing technical support and development expertise for our web...أظهر المزيد
    آخر تحديث: منذ أكثر من 30 يومًا • عَرْضٌ مُرَوَّجٌ له
    Post Sales Engineer (Networking - Switches and Routers)

    Post Sales Engineer (Networking - Switches and Routers)

    Easy World Automation (eWorld) • Al ‘Aqrabiyah, Saudi Arabia
    This role bridges the gap between solution delivery and customer operations, ensuring that deployed systems perform optimally, issues are resolved promptly, and clients receive high-quality post-sa...أظهر المزيد
    آخر تحديث: 7 منذ أيام • عَرْضٌ مُرَوَّجٌ له
    Substation Protection Engineer

    Substation Protection Engineer

    Al Haider Company for Contracting • Ras Tanura, 04, sa
    Quick Apply
    We are seeking a highly skilled Substation Protection Engineer to contribute to our team in Saudi Arabia.This role demands a comprehensive understanding of power system protection principles, relay...أظهر المزيد
    آخر تحديث: منذ أكثر من 30 يومًا
    Mobile Substation Design Engineer | Saudi Arabia

    Mobile Substation Design Engineer | Saudi Arabia

    Hudson Manpower • Dammam, 04, SA
    Design and configuration of trailer-mounted substations; integration of transformer, switchgear, protection & control; interfacing, quick-connect mechanisms, mechanical layout; FAT / SAT, transpo...أظهر المزيد
    آخر تحديث: 18 منذ أيام
    Protection & Control Engineer | Saudi Arabia

    Protection & Control Engineer | Saudi Arabia

    Hudson Manpower • Dammam, 04, SA
    Relay selection, configuration, and setting coordination; fault current analysis, protection grading and backup scheme; knowledge of IEC 61850 (GOOSE, MMS) and SCADA integration; hands-on in second...أظهر المزيد
    آخر تحديث: 18 منذ أيام
    HPC Presales Engineer

    HPC Presales Engineer

    Intel Corporation • Dammam, Saudi Arabia
    HPC Presales Engineer page is loaded## HPC Presales Engineerlocations : .Virtual Saudi Arabiatime type : .Posted Todayjob requisition id : . JR # • •Job Details : • •## Job Description : Our HPC Presales Engine...أظهر المزيد
    آخر تحديث: 6 منذ ساعات • عَرْضٌ مُرَوَّجٌ له • جديد!
    Customer Support Specialist

    Customer Support Specialist

    Foodics • Al Khobar, Eastern Province, SA
    Quick Apply
    Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait.We are currently serving customers and partners in over 35 different countries wor...أظهر المزيد
    آخر تحديث: منذ أكثر من 30 يومًا
    IT Professionals Jobs in Dammam

    IT Professionals Jobs in Dammam

    Almajdouie • Dammam, Eastern Province, Saudi Arabia
    An IT Manager position is offered in Dammam, Saudi Arabia, focused on developing IT strategies aligned with business goals. IT operations will be optimized to enhance value for users and ensure syst...أظهر المزيد
    آخر تحديث: 11 منذ أيام • عَرْضٌ مُرَوَّجٌ له
    Arabic Speaking Warehouse Officer - Power Generators & Spare Parts

    Arabic Speaking Warehouse Officer - Power Generators & Spare Parts

    Apt Resources • Al Khobar, Eastern Province, Saudi Arabia
    Apt Resources is seeking a Warehouse Officer to join our client’s team in the power generators and industrial machinery sector in Riyadh. The ideal candidate will bring strong organizational skills ...أظهر المزيد
    آخر تحديث: 2 منذ ساعات • عَرْضٌ مُرَوَّجٌ له • جديد!
    Advisory Solution Consultant - Eastern Region (Dammam Based)

    Advisory Solution Consultant - Eastern Region (Dammam Based)

    ServiceNow, Inc. • Dammam, Saudi Arabia
    It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market ...أظهر المزيد
    آخر تحديث: 14 منذ أيام • عَرْضٌ مُرَوَّجٌ له
    Operations Support Manager

    Operations Support Manager

    Schlumberger • Al Khobar, Eastern Province, Saudi Arabia
    The Operations Support Manager is responsible for implementing the global service quality plan in the assigned geographic territory. The Operations Support Manager monitors Product Line specific tec...أظهر المزيد
    آخر تحديث: 6 منذ أيام • عَرْضٌ مُرَوَّجٌ له
    Handyman

    Handyman

    JobCenter • المالكية, Northern Governorate, Bahrain
    Handyman vacancy in Al-Malikiyah Bahrain.As a Handyman, you will be responsible for performing various maintenance and repair tasks on residential and commercial properties in Al-Malikiyah.Your pri...أظهر المزيد
    آخر تحديث: 8 منذ أيام • عَرْضٌ مُرَوَّجٌ له
    Sales Executive

    Sales Executive

    OrbTech Arabia • Al Khobar, Eastern Province, Saudi Arabia
    Identify and target potential customers in assigned sectors (IT, Industrial, Corporate, Trading, Retail, etc.Generate leads through cold calls, field visits, networking, online platforms, and refer...أظهر المزيد
    آخر تحديث: 2 منذ ساعات • عَرْضٌ مُرَوَّجٌ له • جديد!