Role Overview
As an Onsite Support Engineer based in Jeddah, you will be responsible for ensuring the stability and performance of desktop systems and network infrastructure. You'll provide direct technical support to employees, maintain hardware and software environments, and contribute to long-term planning and system improvements.
Key Responsibilities
- Ensure consistent operation of computer workstations and related software across the organization
- Serve as the primary contact for resolving end-user technical issues
- Perform regular maintenance and support the evolution of desktop infrastructure
- Monitor system performance and recommend optimizations for efficiency
- Assess and deploy software updates and patches to address technical challenges
- Diagnose and resolve hardware, software, and peripheral failures
- Install, configure, and support desktop systems and authorized applications
- Provide technical assistance for Connect client integrations
- Support core IT services, including Exchange email and Active Directory account changes
- Collaborate with project teams on workstation deployments and network setup
- Address connectivity problems affecting desktops and network access
- Troubleshoot network components such as firewalls, switches, ISP links, wireless systems, and telephony
- Deploy and manage licensed and third-party software packages
- Implement and support secure remote access through VPN solutions
- Keep technical documentation updated for local systems and configurations
- Escalate complex issues to higher-tier support when necessary
- Communicate clearly with users about incident status, changes, and scheduled maintenance
- Track network performance metrics including uptime, bandwidth use, and response times
- Identify and resolve network throughput issues, coordinating with support teams as needed
- Maintain accurate records of IT assets and manage lifecycle tracking
- Participate in disaster recovery planning and conduct regular testing
- Guide staff in proper use of systems and software through training and advice
- Support onboarding processes for new hires
Required Qualifications
- Demonstrated experience maintaining desktop systems and software environments
- Proven track record as a frontline technical support contact
- Familiarity with monitoring and managing desktop infrastructure
- Experience evaluating and rolling out software patches and applications
- Hands-on troubleshooting of hardware, software, and connected devices
- Proficiency with desktop setup, configuration, and ongoing support
- Background supporting standard enterprise technologies like Exchange and Active Directory
- Experience deploying PCs and network hardware
- Strong diagnostic skills for connectivity and network components
- Experience installing and managing third-party and internal software
- Knowledge of remote access technologies, particularly VPN
- Ability to document system configurations and update environment records
- Clear judgment in escalating technical problems appropriately
- Effective communication skills for keeping users informed
- Experience monitoring network performance and resolving bottlenecks
- Asset management and tracking experience
- Participation in business continuity and disaster recovery exercises
- Ability to train colleagues on system usage and software features
- Experience supporting new employee onboarding
Technology Environment
- Active Directory
- Exchange
- VPN and remote access solutions
- Firewalls, network switches, and wireless infrastructure
- Telephone systems and ISP circuits
- Desktop hardware and software platforms
- Third-party and packaged software applications
