Field Support Technician Manager📣 Job Ad

About the Field Support Technician Manager Role

BRAVANTIC is seeking a Field Support Technician Manager to join our team in Riyadh. This full-time position involves leading a technical support team to ensure efficient and effective IT service delivery for our clients. With a focus on IT and Information Systems, BRAVANTIC is dedicated to driving client growth and technological transformation through innovation and sustainability.

Key Responsibilities

• Lead, mentor, and schedule Helpdesk agents who provide remote support across multiple locations.
• Monitor OpenText SMAX queues to ensure accurate ticket categorization, prioritization, and assignment.
• Drive the team to achieve Service Level Agreement (SLA) thresholds and escalate critical issues to the Senior IT Service Manager.
• Develop, update, and publish troubleshooting scripts and documentation within the SMAX Knowledge Base.

Required Qualifications

• A minimum of 5 years of experience in IT support operations.
• At least 2 years of experience in a team lead or supervisory role.
• Proficiency with Windows 11, Microsoft 365, and Microsoft Entra ID.
• Demonstrated experience with OpenText SMAX or similar IT Service Management (ITSM) tools.

Preferred Certifications

• ITIL v4 Foundation certification is highly desirable.
• CompTIA A+ or Microsoft Certified: Endpoint Administrator Associate certifications are preferred.

Work Context

This is a full-time position based in Riyadh. BRAVANTIC operates in multiple countries and focuses on IT and Information Systems, aiming to support client growth and technological advancement. The company has been in business for 29 years and is presenting a refreshed brand identity focused on technology for sustainability and well-being.