Deskside Support Technician (Level 2)

About the role

The company is seeking a Level 2 Deskside Support Technician to provide end‑to‑end technical assistance for desktop and laptop environments in Jeddah. The role combines on‑site and remote support, handling hardware, software and connectivity issues for a diverse user base.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software and connectivity problems.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging and vendor‑based hardware replacements.
• Utilise SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Administer approved software installations, updates and security patching in line with IT policies.
• Provide remote and deskside support using EUC tools and support applications such as MS Office, Outlook and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring and desktop policy enforcement.
• Offer VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners and peripheral devices, including troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory and technical guides.
• Work with Windows OS environments, mobile device support and basic Mac device handling.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• Level 2 deskside support experience.
• Fluent in English and Arabic.
• Ability to work on‑site in Jeddah and provide remote assistance when needed.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows operating systems
• Active Directory
• ITIL processes
• MS Office, Outlook and VPN clients
• Hardware troubleshooting and OS imaging
• Printer and scanner support
• Remote assistance tools (EUC)
• Antivirus monitoring and desktop policy enforcement