Hardware and Software Support Technician

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Saudi Petroleum Services Polytechnic Full time
Job Description

The Saudi Petroleum Services Polytechnic is seeking a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical assistance, troubleshooting, and resolution of IT issues for clients and internal users.

Main Responsibilities:
  • Technical Support
    • Diagnose and troubleshoot hardware, software, and network issues reported by end-users.
    • Provide timely and effective solutions for technical problems through phone, email, or in-person support.
    • Utilize remote access tools (e.g., Anydesk, TeamViewer) to resolve issues remotely when necessary.
  • Incident Management
    • Record, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
    • Ensure adherence to predefined Service Level Agreements (SLAs) for response and resolution times.
    • Update and close tickets with clear documentation of the resolution process.
  • System Configuration
    • Assist new employees with IT onboarding, including account setup, hardware configuration, and software installation.
    • Configure and troubleshoot collaboration tools like Microsoft Teams, Outlook, and other office productivity applications.
  • Remote Access Solutions
    • Support users with VPN setup and remote access solutions to ensure seamless work-from-home experiences.
    • Guide users in setting up and using collaboration tools effectively.
  • Issue Escalation
    • Identify and escalate unresolved issues to Level 2 or Level 3 support teams with clear documentation.
    • Collaborate with cross-functional teams to address and resolve critical system problems.
  • Knowledge Sharing
    • Create and update FAQs, how-to guides, and knowledge base articles for end-users.
    • Provide training to users on common IT tools and best practices to prevent recurring issues.
  • System Maintenance
    • Perform routine maintenance tasks, such as software updates, patch installations, and hardware diagnostics.
    • Monitor system performance and proactively address potential issues to prevent downtime.
  • Customer Service
    • Maintain a high level of professionalism and empathy when interacting with users.
    • Clearly communicate technical concepts to non-technical users in a user-friendly manner.
Requirements
  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  • Proven experience in a technical support, helpdesk, or similar IT role.
  • Strong understanding of operating systems (Windows, macOS, Linux), hardware, and software troubleshooting.
  • Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Desk) and remote access tools (e.g., Anydesk, TeamViewer).
  • Basic knowledge of networking principles (e.g., TCP/IP, DNS, DHCP) and VPN configurations.
  • Excellent problem-solving skills and attention to detail.
  • Strong communication and customer service skills.


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