D-ploy is hiring an Onsite Support Engineer to join our team in Jeddah. This role is central to providing second-level IT support, ensuring the reliability and performance of the desktop environment, and serving as the main point of contact for employees with computer issues.
What You'll Do
- Maintain the integrity of all computer workstations and associated software.
- Act as the main point of contact for employees experiencing computer issues.
- Perform ongoing maintenance and future planning for the company's desktop infrastructure.
- Monitor desktop infrastructure performance and suggest improvements for efficiency.
- Evaluate software patches and applications to resolve desktop issues.
- Resolve software, hardware, and device issues reported by end users.
- Install, configure, and maintain desktop hardware and software.
- Provide IT support for technical issues involving the Connect client.
- Deliver support for standard technologies, including basic Exchange troubleshooting and Active Directory adds/moves/changes.
- Work with the project management team on PC builds and network equipment deployments.
- Troubleshoot PC connectivity and network elements, including ISP circuits, firewalls, switches, wireless equipment, and telephone systems.
- Install packaged and authorized third-party software.
- Implement and support remote access solutions like VPN.
- Document and update the local client environment.
- Escalate service issues when required.
- Communicate with end users, keeping them informed of incident progress and notifying them of impending changes.
- Monitor network performance for availability, utilization, and latency, resolving throughput issues as needed.
- Oversee the maintenance and tracking of assets.
- Participate in Business Continuity & Disaster Recovery testing.
- Advise and train staff on computer operations and software applications.
- Participate in new staff onboarding.
What We're Looking For
- Proven experience in a second-level IT support or desktop engineering role.
- Strong understanding of ITIL principles and practices.
- Extensive hands-on experience troubleshooting hardware, software, and network issues.
- Experience with Active Directory administration and Microsoft Exchange support.
- Ability to install, configure, and maintain desktop hardware and software.
- Knowledge of VPN and remote access solutions.
- Excellent communication skills for interacting with end users and teams.
- Strong documentation and asset management skills.
Work Mode
This is an onsite position based in Jeddah.
D-ploy is an equal opportunity employer.
