Operations Support Engineer

About the Role

LanceSoft Middle East is seeking an Operations Support Engineer to join our team in Riyadh, Saudi Arabia. This full-time role is critical for ensuring the smooth, secure, and continuous operation of IT systems within a business-critical live operational environment. The position involves providing Level 1 and Level 2 technical support across various IT components.

Role Overview

The Operations Support Engineer will be responsible for technical support covering Windows servers, workstations, hardware, applications, and basic network infrastructure. Key activities include troubleshooting system issues, monitoring logs, performing preventive maintenance, and supporting deployments and patching. The role also requires coordination with vendors and internal teams to maintain system availability and reliability.

Key Responsibilities

• Provide Level 1 and Level 2 operational and technical support.
• Monitor, identify, troubleshoot, and resolve day-to-day system and infrastructure issues.
• Install, configure, maintain, and troubleshoot Windows Server and Windows Client operating systems.
• Analyze Windows Event Viewer and application logs to identify and resolve technical issues.
• Perform routine system health checks and preventive maintenance.
• Troubleshoot hardware and peripheral devices, including PCs, workstations, servers, storage devices, power supplies, biometric scanners, document readers, scanning equipment, cameras, kiosks, and printers.
• Coordinate with vendors, OEMs, IT, and Security teams for complex incidents and escalations.
• Maintain accurate incident records and update IT service management/ticketing systems.
• Support system patching, software deployments, backups, and system restarts.
• Perform basic MS SQL checks and queries for troubleshooting and validation.
• Follow operational SOPs, security procedures, and data protection standards.
• Participate in shift-based and on-call support rotations to maintain 24x7 operational coverage.
• Ensure system uptime, service reliability, and timely resolution of operational incidents.

Qualifications and Experience

• 2-5 years of experience in a relevant field.
• Strong analytical and troubleshooting capabilities.
• Ability to work effectively under pressure in a live, business-critical operational environment.
• Willingness to work in shifts and provide on-call support.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring participation in shift-based and on-call support rotations to ensure continuous operational coverage.