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Senior Technical Support

3 weeks ago

Jeddah, Makkah Province, Saudi Arabia CareersTech Full time

We are looking for a
Senior Technical Support
to support global technology services and ensure business users across key markets receive a seamless, consistent, and high-quality digital experience. This role acts as the local expert and first point of contact, bridging global Tech Foundation services with on-the-ground business needs.


Technical Skills

  • Strong working knowledge of Tech Foundation / Enterprise IT Services
  • Hands-on experience supporting:
  • End-user devices (laptops, iPads, peripherals)
  • Printing solutions and meeting room technology
  • Network and server issue triage in coordination with central IT teams
  • Familiarity with global IT service delivery models and centralized processes
  • Experience guiding users on:
  • Device provisioning (laptops, mobiles, tablets)
  • IT policies and standard operating procedures
  • Knowledge platforms and self-service tools (e.g., knowledge articles, portals)
  • Understanding of IT Service Management (ITSM) concepts including:
  • Incident, request, and escalation management
  • SLA tracking and adherence
  • Experience working with third-party vendors and coordinating on-site technical support
  • Ability to support:
  • Townhall or large meeting streaming setups
  • Hardware refresh programs and global rollout initiatives


Operational & Service Skills

  • Strong ability to triage issues and identify known problems versus new incidents
  • Experience acting as a local escalation point when global support teams miss SLAs
  • Ability to monitor and improve user experience and customer satisfaction
  • Awareness of risk management and operational continuity at site level
  • Experience removing local process deviations and driving process standardization


Required Experience

  • Proven experience working in a global, virtual, or multi-market IT environment
  • Strong exposure to enterprise IT support or service delivery roles
  • Experience interacting with both technical teams and non-technical business users
  • Ability to collaborate effectively with central, regional, and local stakeholders


Key Competencies

  • Strong problem-solving and analytical mindset
  • Excellent communication and stakeholder management skills
  • High customer-service orientation with a focus on user experience
  • Ability to influence without authority and drive adoption of global processes
  • Comfortable working independently in a fast-paced environment