Technical Helpdesk Agent📣 Job Ad

About the Role

KONE is seeking a Technical Helpdesk Agent to join our team in Riyadh, Saudi Arabia. This full-time position is open to candidates with 0-1 years of experience. The primary function of this role is to deliver comprehensive technical help desk and on-site support services to KONE's Front Lines operations, ensuring efficient problem resolution and operational continuity.

Technical Support Responsibilities

• Provide remote technical support to maintenance technicians for identifying root causes and implementing corrective solutions.
• Offer support for spare part identification.
• Assist in proximity stock definition for new LIS (Local Inventory System).
• Deliver 24/7 Connected Services analytics and support by evaluating non-standard and non-urgent service needs.
• Collaborate with the 24/7 Operations Center to support technicians in configuring and repairing KRM (KONE Remote Monitoring) devices and connections.
• Log all technical support cases accurately into the THD (Technical Help Desk) tool.
• Assign or direct cases to relevant internal experts or escalate to global support when required.
• Create knowledge base articles to document solutions and best practices.
• Propose sales solutions, such as Packaged Service Repairs, to enhance equipment reliability, comfort, and safety.
• Support sales teams in assessing the maintainability of equipment (including spare part availability, documentation, competences, and maintenance needs) before tendering for maintenance contracts.

Training and Development

• Train local technicians during site visits and/or deliver scheduled training sessions.
• Co-operate with and provide expertise to local training centers for training courses.

Quality Assurance and Reporting

• Create quality reports within the THD tool following remote support or site visits, listing issues that require corrective actions.
• Proactively identify root causes for issues and forward corrective actions in accordance with KONE process requirements (*, trainings, guidelines, field letters).
• Conduct COR (Customer Order Review) reviews and identify units for Clinica visits.
  Note: Clinica visits are performed by a Field Troubleshooter.

Safety Compliance

• Operate in full awareness and compliance with KONE safety requirements.
• Ensure each site adheres to global safety processes and guidelines.
• Follow the safety procedures and rules established by customers, partners, and KONE.
• Report any safety concerns promptly.
• Stop installation or lift operations immediately if safety violations or hazards are detected.

Experience Requirements

Candidates for this role should possess 0-1 years of relevant professional experience. This position is suitable for individuals looking to start or advance their career in technical support within a dynamic industry.