IT Support Analyst - Saudi Arabia📣 Job Ad

About the Role

CMS MENA is seeking a proactive IT Support Analyst to join our team in Riyadh, Saudi Arabia. This full-time position involves ensuring the continuous operation and availability of our IT network, infrastructure, and equipment. The role requires installing, maintaining, and repairing computer systems and hardware, providing essential technical support, and performing routine checks to meet defined Service Level Agreements (SLAs).

This role offers an opportunity to contribute to a dynamic firm, supporting clients of various sizes within a collaborative environment.

Key Responsibilities

• Install, maintain, and repair computer systems and equipment.
• Provide routine technical support and perform regular checks to ensure the continuous availability of the IT network, infrastructure, and equipment within SLAs.
• Manage asset control and order necessary devices and stock.
• Assist users with hardware issuance and replacement as required.
• Ensure all issues and support requests are resolved within defined SLAs.
• Document all issues and support requests within the designated ITSM tool.
• Coordinate the sending of devices for repair and liaise with vendors.
• Adhere strictly to established processes and procedures.
• Set up and configure mobile phones.
• Execute hardware refreshes as needed.
• Provide support to client and internal meeting rooms, including Video Conferencing assistance.
• Perform daily backup tape changes.
• Conduct hardware maintenance and assist with troubleshooting of Storage Controllers and Server Controllers.
• Replace Storage Disks and Server Blades when required.
• Perform daily physical checks on system hardware health and indicators, including MER/SER room systems (Aircon, Fire Suppression, and UPS Systems).
• Assist with switch upgrades, console operations, and backups, demonstrating proficiency in network skills.
• Perform cable tracing to troubleshoot issues within Comms Rooms for server and network infrastructure.
• Troubleshoot onsite wireless issues and deployments, including conducting local surveys.
• Chaperone vendors during maintenance work.
• Participate in project work, which may include deployments outside of standard business hours.

Qualifications and Requirements

• Proficiency in both English and Arabic languages is required.
• A BA/BS degree or equivalent is preferred.
• Demonstrated ability to master new software applications and technologies.
• Prior experience with a ticketing system is strongly preferred.
• At least 2 years of experience with Windows operating systems and hardware in a computer support-related setting, including experience in a networked environment.
• Working knowledge of ITIL service management and its processes is highly advantageous.
• Knowledge of AV systems and telecommunications would be beneficial.

Required Skills

• IT Support and Technical Support
• Hardware Issuing and Refreshes
• ITSM Tool Proficiency
• Vendor Liaison and Chaperoning
• Mobile Phone Setup
• Video Conferencing Support
• Backup Tape Management
• Hardware Maintenance and Troubleshooting (including Storage and Server Controllers, Disks, Blades)
• System Hardware Health Checks
• Familiarity with Aircon, Fire Suppression, and UPS Systems
• Switch Upgrades and Console Operations
• Network Skills, including Cable Tracing
• Wireless Troubleshooting and Deployments, including Local Surveys
• Project Work Participation
• Windows Operating Systems and Networked Environment Operations
• ITIL Service Management Principles
• AV Systems and Telecommunications Knowledge
• Broad Software Application Skills and Ability to Master New Technologies
• Ticketing System Experience
• Strong Communication Skills

Work Environment and Details

This is a full-time position based in Riyadh, Saudi Arabia. The role requires 2-5 years of experience in a computer support-related setting.