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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

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.

Requirements

  • No experience required

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