Technical Helpdesk Agent📣 Job Ad

About KONE

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us, and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and daily practice. We follow ethical business practices and seek to develop a culture of working together where co-workers trust and respect each other, and good performance is recognized. As a great place to work, we are proud to offer a range of experiences and opportunities that will help you achieve your career and personal goals and enable you to live a healthy and balanced life.

The Role of Technical Helpdesk Agent

KONE is seeking a Technical Helpdesk Agent to join our team in Riyadh. This full-time position is designed for individuals with 0-1 years of experience, focusing on providing essential technical help desk and site support services to our Front Lines. The agent will play a crucial role in ensuring operational efficiency and technician support.

Key Responsibilities

• Provide remote technical support to maintenance technicians for root cause identification and corrective solutions.
• Offer support in identifying spare parts.
• Assist in defining proximity stock for new LIS.
• 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 devices and connections.
• Log all cases accurately into the THD tool.
• Assign or direct cases to relevant experts within the organization or escalate globally when necessary.
• Create and maintain knowledge base articles.
• Propose sales solutions, such as Packaged Service Repairs, to enhance equipment reliability, comfort, and safety.
• Support sales teams in assessing equipment maintainability (including spare part availability, documentation, competences, and maintenance needs) prior to tendering for maintenance contracts.

Training and Quality Assurance

• Train local technicians during site visits or deliver scheduled training sessions.
• Cooperate with and provide expertise to local training centers for training courses.
• Generate quality reports in the THD tool following remote support or site visits, detailing issues requiring corrective actions.
• Proactively identify root causes for issues and forward corrective actions in accordance with KONE process requirements (*, trainings, guidelines, field letters).
• Perform COR reviews and identify units for Clinica visits, noting that Clinica visits are conducted by a Field Troubleshooter.

Safety Compliance

• Operate in full awareness and adherence to KONE safety requirements.
• Ensure each site complies with 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.

Candidate Profile

The ideal candidate for this full-time role will have 0-1 years of experience in a technical support or helpdesk environment. A strong commitment to technical problem-solving, customer support, and adherence to safety protocols is essential. The ability to work collaboratively and contribute to a culture of continuous improvement is highly valued.