Information Technology Support Team Lead📣 إعلان

About the Role

FNRCO is seeking an Information Technology Support Team Lead to join our team in Riyadh, Saudi Arabia. This full-time role is responsible for leading the deskside support function, providing technical assistance to end-users, and managing a team of IT support engineers. The Lead will ensure the effective installation, maintenance, troubleshooting, and support of IT hardware, software, and related infrastructure, while adhering to established service levels.

Key Responsibilities

• Diagnose and resolve hardware, software, and basic network connectivity issues for end-users.
• Provide technical support for a range of devices including laptops, desktops, printers, iPhones, macOS, Windows operating systems, and peripherals.
• Install, configure, and deploy computer systems and software applications, ensuring proper integration within the existing IT environment.
• Perform routine maintenance of IT equipment and execute necessary repairs or replacements to minimize downtime.
• Offer technical assistance, guidance, and clear instructions to end-users for effective use of IT systems and devices.
• Maintain accurate documentation of all support activities, including incident details, troubleshooting performed, and resolutions provided.
• Manage and prioritize support requests via the organization's ticketing system, ensuring timely updates and resolution within established Service Level Agreements (SLAs).
• Identify complex technical issues and escalate infrastructure-related or high-impact incidents to appropriate higher-level support teams.
• Maintain accurate records of IT assets, including hardware inventory and software licenses.

Team Leadership and Management

• Lead, supervise, and manage a team of five (5) IT support resources.
• Coordinate daily support activities to ensure efficient service delivery and operational effectiveness.

Required Qualifications

• Bachelor's degree in Information Technology (IT) or a related field.
• Minimum of 10+ years of experience in IT Deskside / Field Support.
• Proven experience managing a team of IT support professionals.

Essential Skills

• Strong technical troubleshooting and problem-solving skills.
• Good communication skills.
• Extensive experience supporting Windows OS, macOS, laptops, desktops, printers, iPhones, peripherals, and basic network connectivity.

Work Type

This is a full-time position based in Riyadh, Saudi Arabia.