Technical Support Engineer
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-07-13
Listing for:
Datamatics Technologies LLC
Full Time
position Listed on 2026-07-13
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
Job Description & How to Apply Below
Role Summary
We are seeking a Technical Support Engineer to provide Level 1, Level 2, and Level 3 technical support for enterprise applications, end-user systems, and IT services. The ideal candidate will have experience in incident management, service desk operations, troubleshooting, ticketing systems, and customer support while ensuring timely issue resolution and a high-quality user experience.
Key Responsibilities- Provide L1, L2, and L3 technical support for enterprise applications, hardware, software, and end-user systems.
- Diagnose, troubleshoot, and resolve technical issues through remote and on-site support.
- Manage incidents, service requests, and problem tickets using enterprise ITSM platforms.
- Escalate complex issues to appropriate technical teams while ensuring timely resolution.
- Monitor support queues and ensure adherence to Service Level Agreements (SLAs).
- Perform root cause analysis and recommend preventive solutions for recurring issues.
- Install, configure, and support desktop applications, operating systems, and enterprise software.
- Document incidents, troubleshooting steps, and knowledge base articles.
- Collaborate with infrastructure, application, security, and operations teams to resolve technical issues.
- Provide end-user training and technical guidance when required.
- Experience providing L1 OR L2 OR L3 Technical Support
. - Hands‑on experience with Service Now OR Zendesk OR Jira for incident and service request management.
- Proficiency in Microsoft Office and end‑user productivity tools.
- Strong understanding of Windows operating systems and desktop troubleshooting.
- Knowledge of hardware, software, networking, and system troubleshooting.
- Experience with incident management, ticket lifecycle management, and SLA compliance.
- Excellent analytical, troubleshooting, and problem‑solving skills.
- Strong verbal and written communication skills with a customer‑focused approach.
- Experience with Active Directory OR Microsoft Entra (Azure AD).
- Knowledge of Microsoft 365 administration and support.
- Experience with remote support tools such as Team Viewer, Any Desk, or Microsoft Remote Desktop
. - Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Familiarity with ITIL processes and service management best practices.
- Basic Power Shell or scripting knowledge for automation.
- ITIL Foundation, Microsoft, or CompTIA certifications.
- Bachelor's degree or Diploma in Computer Science, Information Technology, Information Systems, or a related field.
- 0–8 years of experience in Technical Support, IT Help Desk, Service Desk, Desktop Support, or IT Operations.
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