Service Desk Technician (Saudi Arabia)

About the role

Eram Talent is hiring a Service Desk Technician in Riyadh, Saudi Arabia. The technician provides first-level and some second-level IT support to users by phone, email, live chat and walk-in, troubleshooting technical issues, resolving queries and escalating complex problems for on-site and remote users.

Key responsibilities

• Respond to IT support requests by telephone, email, live chat and walk-ins.
• Provide first-level and basic second-level technical support.
• Troubleshoot and resolve hardware, software, network and connectivity issues.
• Support on-site and remote users, set up new user accounts and reset passwords.
• Escalate complex issues to second-line teams and track requests until closure.
• Assist with software installation and troubleshooting.
• Maintain service desk records and web pages, keep issue logs and report administrative and security concerns.
• Ensure compliance with IT security policies and provide 24/7 support on a shift basis.

Required profile

• High school diploma; a degree in an IT-related discipline is preferred.
• At least 3 years of experience as an IT Service Desk Analyst or in a similar role.
• Ability to work in a 24/7 shift-based environment.

Required skills

• Familiarity with Windows, Mac and Linux.
• Knowledge of Wi-Fi and cellular technologies.
• Strong computer and technical troubleshooting skills.
• Good customer service, communication, teamwork and problem-solving skills.