Deskside Support Engineer

About the role

We are looking for a proactive Deskside Support Engineer (Level 2) to join our Riyadh office. You will provide on‑site, hands‑on IT support to end‑users, ensuring that desktops, laptops, printers and other peripherals run smoothly.

Key responsibilities

• Deliver Level 2 deskside support for desktops, laptops, monitors, printers and peripherals.
• Diagnose, troubleshoot and resolve hardware and software issues promptly.
• Perform IMACD (Install, Move, Add, Change, De‑install) activities for end‑user devices.
• Support OS installation, device re‑imaging, encryption, driver installation and application deployment.
• Manage incident and service request tickets in the ITSM system, providing regular updates.
• Escalate complex issues to Level 3 or specialised support groups.
• Assist with user onboarding and off‑boarding, ensuring device setup and access readiness.
• Document recurring issues, work‑arounds and solutions for the knowledge base.
• Coordinate with third‑party vendors for hardware repair, replacement and warranty cases.
• Maintain compliance with SLAs, security requirements and IT policies.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• Fluent English (oral and written).
• Minimum 1 year of experience in IT support.
• Strong knowledge of Windows 10/11 and Office productivity tools.
• Hands‑on experience with desktop/laptop hardware and peripherals.

Required skills

• Laptop hardware
• Deployment tools (e.g., SCCM, endpoint tools)
• Active Directory
• Device imaging
• Office productivity tools
• Windows OS (Windows 10/11)
• Peripherals
• SCCM