Technical Support Engineer📣 Job Ad

About Datamatics Technologies and the Role

Datamatics Technologies is seeking a Technical Support Engineer to join our team in Riyadh, Saudi Arabia. This is a full-time position designed for professionals with 5-10 years of experience in technical support roles. The successful candidate will be instrumental in providing comprehensive technical assistance across various levels to ensure seamless operation of enterprise applications and IT services.

Role Overview and Purpose

The Technical Support Engineer will be responsible for delivering Level 1, Level 2, and Level 3 technical support for enterprise applications, end-user systems, and general IT services. This role focuses on effective incident management, efficient service desk operations, and proactive troubleshooting. A key objective is to ensure timely issue resolution and maintain a high-quality user experience for all supported systems and services.

Key Responsibilities

• Provide L1, L2, and L3 technical support for enterprise applications, hardware, software, and end-user systems.
• Diagnose, troubleshoot, and resolve technical issues through remote and on-site support methods.
• Manage incidents, service requests, and problem tickets using enterprise ITSM platforms.
• Escalate complex issues to appropriate technical teams while ensuring timely resolution.
• Monitor support queues and ensure adherence to Service Level Agreements (SLAs).
• Perform root cause analysis and recommend preventive solutions for recurring issues.
• Install, configure, and support desktop applications, operating systems, and enterprise software.
• Document incidents, troubleshooting steps, and knowledge base articles.
• Collaborate with infrastructure, application, security, and operations teams to resolve technical issues.
• Provide end-user training and technical guidance when required.

Required Experience and Skills

• A minimum of 5 to 10 years of experience in a technical support role.
• Proven experience in incident management and service desk operations.
• Strong troubleshooting capabilities across various IT environments.
• Proficiency with ticketing systems and IT Service Management (ITSM) platforms.
• Demonstrated commitment to providing high-quality customer support.

Location and Work Type

This is a full-time position based in Riyadh, Saudi Arabia. The role requires on-site presence and may involve remote support activities as needed.

Application Process

Candidates who meet the outlined qualifications and experience are encouraged to apply for this role at Datamatics Technologies.