IT Service Associate📣 Job Ad

About the Role

Boston Consulting Group (BCG) is a global leader in business strategy. As an IT Service Associate in our Riyadh office, you will provide essential Business-IT support, contributing to the ongoing improvement of IT systems and services, and fostering technological innovation. This role supports the IT department in all technology-related aspects for office, regional, and BCG priorities. The position requires a proactive, service-oriented individual who can thrive in a fast-paced, high-performing environment, aligning with BCG's values and culture. You will report directly to the Riyadh IT Manager.

Key Responsibilities

• Provide high-level customer service through on-site technology support for both home and office environments, primarily in Riyadh and attached offices, across PC, Mac, iOS, and Android platforms for assigned case teams and office staff.
• Support the BCG user community by delivering tailored technology solutions while onsite in BCG offices, at client locations, and at special events.
• Prepare and deploy laptops (Windows and MacOS), including user profile configuration and data migration, and maintain computer system configurations according to BCG requirements.
• Document critical and routine technical procedures, as well as end-user literature.
• Coordinate the repair and maintenance of office printers, network, and computing equipment with external vendors.
• Oversee and troubleshoot video conference and telecommunications systems, focusing on Zoom, MS Teams, and WebEx, in coordination with regional technical resources.
• Contribute to the operational aspects of global and local IT initiatives, including evaluating existing systems, recommending technology upgrades, and assessing new technologies for BCG applicability.
• Compile various reports, including IT dashboards, inventory tracking, service assessments, mobile usage reports, and hardware planning.
• Troubleshoot and log all technical issues received via phone or ticket in the IT Service Management tool, Service Now, and analyze call data to identify improvement opportunities.
• Achieve annual goals and objectives developed in cooperation with the IT Service organization and local management.

Qualifications and Requirements

• Broad experience in PC/laptop/Mac hardware and software support.
• Experience with telecommunications, mobile devices, networking, and server administration.
• Ability to diagnose technical problems and provide solutions or escalate to the appropriate expertise area.
• Experience in effectively communicating and presenting technical concepts to management, peer groups, and staff.
• Support experience with Windows 10, Windows Server, Mac OS, Microsoft Office 365, and SharePoint Online.
• Experience with WebEx/Zoom/MS Teams meeting setup and basic troubleshooting.
• Knowledge of LAN and IP networking, with the ability to approach issues logically using the OSI model or similar frameworks.
• Experience with SCCM/Company Portal or imaging software.
• WIFI troubleshooting experience.
• Exposure to cloud technology.
• VoIP experience.
• Experience working with international teams.
• Experience or familiarity with AI-powered tools such as generative AI, copilots, and automation platforms to enhance IT support efficiency and end-user productivity.

Required Skills

• Exceptional customer service skills with a focus on the needs of the BCG user community.
• Excellent communication skills, both written and verbal.
• Strong time-management and collaboration abilities.
• Self-starting attitude and resourcefulness in identifying, analyzing, and solving problems.
• Professionalism and the ability to treat all BCG information as personal and confidential.
• Ability to work independently and collaboratively within a team environment, demonstrating consideration and respect for others.
• A strong appetite for continuous learning to advance IT knowledge and career development.
• Meticulous attention to detail and the ability to meet deadlines while displaying tact and patience in stressful situations.
• Proficiency in following established procedures and standards.
• Clear and effective communication skills in English, both oral and written, with the ability to interact with both technical and non-technical stakeholders.
• Experience with IT systems and services improvement and technology innovation.
• Proficiency in business reporting, operational planning, and user support.
• Skills in computer setup, maintenance, and service.
• Expertise in telecommunications and network and infrastructure maintenance.
• Experience supporting PC, Mac, iOS, and Android devices.
• Proficiency in laptop deployment.
• Experience with printer maintenance and computing equipment maintenance.
• Skills in video conference systems troubleshooting.
• Experience with system evaluation and technology recommendation.
• Proficiency in IT dashboard reporting, inventory tracking and management, service assessments, mobile usage reporting, and hardware planning.
• Experience with technical issue troubleshooting and IT Service Management tools like Service Now.
• Experience with call data analysis.
• Strong analytical and planning skills.
• Working knowledge of tools such as Tableau and PowerBI.
• Familiarity with AI tools like ChatGPT and Claude AI.
• Experience using Slack, Trello, and MS Teams.
• Experience in training users in new technologies.

Work Environment

This is a full-time position located in Riyadh, Saudi Arabia. The role involves working in a shared office space. Some lifting and moving of equipment may be required. Occasional weekend work or out-of-hours work may be necessary.