Technical Service Representative

7 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Tabby Full time
Role Description

We are looking for a proactive and customer-focused ITSM Support Engineer (Level 1) to join our IT Service Management team. As a key member of our team, you will serve as the first point of contact for technical support requests, ensuring smooth resolution of issues and delivering high-quality service to internal users across various communication channels.

Main Responsibilities
  • Handle incoming support requests through Jira Service Management, ensuring timely resolution based on priority.
  • Escalate complex issues to the appropriate second-line support teams when necessary.


User Support:
  • Respond politely and efficiently to inquiries in both general and direct message channels.
  • Guide users to the appropriate forms on the ITSM portal for request submissions.
  • Provide status updates on existing tickets, monitor SLAs, and address overdue requests when applicable.


Access and Setup:
  • Facilitate access provisioning to internal systems and services.
  • Assist users with software installations, hardware setups, and general troubleshooting.


Issue Resolution:
  • Perform initial diagnostics of software and hardware issues remotely using tools like TeamViewer, Zoom, and Google Meet.
  • If the issue cannot be resolved at Level 1, collect comprehensive details and escalate to the relevant technical team.


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