Technical Services Engineer

20 hours ago


Riyadh, Ar Riyāḑ, Saudi Arabia Saudi Petroleum Services Polytechnic Full time
About Us

The Saudi Petroleum Services Polytechnic is a leading institution in the field of petroleum services, providing top-notch education and training to students from all over the world.

Key Responsibilities:
  1. Technical Support

The successful candidate will be responsible for providing technical support to our students and staff, ensuring that they have a smooth and efficient learning experience.

  • 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

The selected candidate will be responsible for recording, categorizing, and prioritizing 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

The ideal candidate will 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

The chosen candidate will 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

The selected candidate will 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

The successful candidate will 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

The ideal candidate will 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

The selected candidate will 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.


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