IT Support Specialist II

About the Role

Veeam Software is seeking an IT Support Specialist II to join their team in Riyadh. This is a full-time, on-site position requiring 2-5 years of experience. The primary responsibility involves providing direct IT support to office staff, addressing daily technical issues, and managing hardware assets.

Role Context and Responsibilities

The IT Support Specialist II will serve as the first point of contact for all IT-related requests within the Riyadh office. This includes resolving software and account issues, ensuring connectivity, and overseeing hardware management. When local user issues are resolved, the role extends to supporting remote Service Desk tickets. The ideal candidate will be dependable, capable of independent problem-solving, and committed to seeing issues through to resolution.

Key Tasks

• Act as the initial point of contact for IT requests received in person, via ticketing system, email, or chat.
• Triage, prioritize, resolve, and escalate Service Desk tickets in adherence to Service Level Agreement (SLA) targets.
• Provide support for end-user hardware and software, including laptops, desktops, peripherals, printers, mobile devices, and meeting-room/AV equipment.
• Manage device distribution and collection, perform basic diagnostics for repair or service decisions, coordinate repairs with providers, and maintain accurate hardware asset and software license records.
• Set up equipment and user accounts for new hires and manage device collection and account deactivation for departing staff.
• Administer user accounts across various systems.
• Offer remote support to off-site users utilizing remote-access and diagnostic tools.
• Maintain and update the Service Desk knowledge base with current processes and procedures.
• Collaborate effectively as part of an international team.

Work Arrangement

This is an on-site role based in Riyadh. The standard working week is from Sunday to Thursday, starting at 9:00 AM, with Friday and Saturday as days off. Occasional flexibility outside standard hours may be required for specific events, such as office moves, with prior arrangement and agreement.

Experience Required

Candidates should possess 2-5 years of relevant experience in IT support.

Company Overview

Veeam Software is a global leader in backup, recovery, and data management solutions. The company is committed to providing reliable data protection and availability for modern enterprises.