About the Role
Veeam Software, the Data and AI Trust Company, is seeking an IT Support Specialist II to join our team in Riyadh, Saudi Arabia. As a market leader in data resilience and data security posture management, Veeam is dedicated to helping organizations ensure their data and AI are understood, secured, and resilient. This is a full-time, on-site position where you will be instrumental in supporting our office staff with their daily IT needs, ensuring smooth operations and a productive work environment. In this role, you will be the primary point of contact for resolving everyday IT issues, from software and account management to hardware maintenance and setup, playing a crucial role in managing IT assets and ensuring our employees have the technology and support they need to excel. We are looking for a dependable individual who can independently troubleshoot and resolve unfamiliar problems, seeing them through to a successful conclusion.
Key Responsibilities
- Serve as the initial point of contact for all IT requests received in person, via the ticketing system, email, or chat.
- Triage, prioritize, resolve, and escalate Service Desk tickets, ensuring adherence to Service Level Agreement (SLA) targets.
- Provide comprehensive support for end-user hardware and software, including laptops, desktops, peripherals, printers, mobile devices, and meeting room AV equipment.
- Manage the lifecycle of IT equipment, including distribution, collection, basic diagnostics, repair coordination, and accurate record-keeping in the hardware asset management system.
- Maintain precise software license records.
- Set up equipment and user accounts for new hires, and manage the deactivation of accounts and collection of devices for departing staff.
- Administer user accounts across various systems.
- Offer remote support to off-site users utilizing remote-access and diagnostic tools.
- Contribute to the upkeep of the Service Desk knowledge base by documenting accurate processes and procedures.
- Collaborate effectively as part of an international IT team.
Qualifications and Requirements
- A minimum of 2 years of experience in an IT Service Desk or desktop support role, preferably within an enterprise environment.
- A Bachelor's degree in IT, Computer Science, or a related field is preferred; equivalent practical experience will also be considered.
- Fluency in both written and spoken English and Arabic is mandatory.
- Proven experience supporting end-user devices throughout their entire lifecycle, including onboarding and offboarding processes.
- Proficiency in Active Directory, including the creation and management of user accounts, distribution lists, password resets, and account unlocks.
- Familiarity with ticketing systems such as ServiceNow for workload management and tracking.
- Solid working knowledge of Microsoft Windows (Windows 11; Windows 10 is a plus) and macOS operating systems.
- Confidence in supporting Microsoft 365 applications.
- Ability to manage multiple issues concurrently and handle support requests in real-time.
- A proactive approach to customer service, with the capacity to perform effectively under pressure and work independently.
- Comfortable handling physical IT equipment, including lifting and moving devices and accessories as required.
- A strong willingness to learn new products and technologies through dedicated lab time, self-study, and available support resources.
Technical Skills
- IT Service Desk
- Desktop Support
- Hardware Asset Management
- Software License Management
- End-user Hardware Support
- End-user Software Support
- User Account Administration
- Remote Service Desk Support
- Knowledge Base Management
- Active Directory
- ServiceNow
- Microsoft Windows
- macOS
- Microsoft 365
- Networking Fundamentals (TCP/IP, DNS, DHCP, VPN)
- Microsoft Exchange
- Entra ID
- Jamf
- Intune
- ITIL
- CompTIA A+
- Microsoft role-based certifications such as MD-102 (Endpoint Administrator), or similar
- Incident Monitoring and Management
- Scripting and automation skills with tools like PowerShell
Work Environment and Arrangement
This is a full-time, on-site role located in Riyadh, Saudi Arabia. The standard working week is Sunday to Thursday, commencing at 9:00 AM, with Friday and Saturday off. Occasional flexibility outside standard hours may be required for events such as office moves or special projects. Any such requirements will be arranged and agreed upon in advance.
