Position: Senior User Support Engineer
Job Location : Riyadh, KSA
Experience : 4 Years
** Only Immediate joiners OR not longer than 30 days’ Notice Period **
Job Description
The User Support / Help Desk Engineer is responsible for providing first-line technical support to end users across the organization. The role involves diagnosing and resolving hardware, software, and network-related issues, managing service requests, and ensuring a high level of customer satisfaction. The engineer acts as the main point of contact for day-to-day IT support, ensuring smooth operation of desktops, laptops, printers, and related systems.
Key Responsibilities
End-User Support
- Provide timely and professional technical assistance to users for hardware, software, and peripheral issues via phone, email, or in person.
Device Management
- Install, configure, and maintain desktop and laptop systems, operating systems (Windows/macOS), printers, and mobile devices.
Incident & Request Handling
- Log, track, and resolve incidents and service requests using the IT service management (ITSM) system in alignment with SLAs.
Hardware Troubleshooting
- Diagnose and repair hardware faults including desktops, laptops, monitors, printers, and network peripherals.
Software Support
- Install and update approved software packages, troubleshoot common application issues (Microsoft 365, browsers, VPN clients, etc.), and assist with license management.
Network Connectivity Support
- Assist users with network access, Wi-Fi troubleshooting, and basic LAN configuration issues.
Printer & Peripheral Setup
- Configure and maintain shared and local printers, scanners, and other devices; manage print queues and driver installations.
Asset & Inventory Management
- Maintain accurate inventory of IT assets, peripherals, and consumables; assist with hardware lifecycle management and documentation.
Security & Compliance
- Ensure all devices are compliant with security policies — including antivirus updates, OS patching, and encryption standards.
Knowledge Base & Documentation
- Document troubleshooting steps, FAQs, and standard operating procedures to enhance the IT knowledge base.
- Maintain clear, courteous communication with users; provide technical guidance in simple, non-technical terms.
Escalation & Coordination
- Escalate unresolved issues to higher-tier support or specialized teams while maintaining ownership and follow-up.
Required Technical Skills
- Strong understanding of Windows 10/11 and macOS operating systems.
- Proficiency in hardware troubleshooting for laptops, desktops, and printers.
- Knowledge of Microsoft 365, Outlook, Teams, and other productivity tools.
- Familiarity with Active Directory, Group Policy, and basic networking (TCP/IP, DHCP, DNS).
- Experience with ticketing systems such as ServiceNow, Jira Service Management, or ManageEngine.
- Basic understanding of endpoint security, antivirus tools, and patch management.
- Familiarity with remote support tools (e.g., Any Desk, TeamViewer, or Remote Desktop).
- Strong customer service, communication, and documentation skills.
If you are interested in this opportunity, please send your resume to Career@flint-international.me ensure the position name is included in the subject line.