Onsite Support Engineer

Job description / Role

D-ploy is an IT and engineering solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer's IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

The candidate will be required to travel sometimes to Jeddah based on business needs.

Tasks and responsibilities

• Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products
• First and second level technical support – calls, tickets, user interaction
• Provide prompt responses to IT related questions from end-users
• Reliable documentation of all end-user interactions in customer ticket system Service Now (e.g., incidents, requests)
• Create, maintain, utilize knowledge articles
• Provide IT onboarding trainings to new starters
• Contribute to continuous improvement initiatives

Requirements

• Language skills: fluent English and Arabic, other languages are a plus
• 2+ years of experience in a similar role
• Strong problem solving and analytical abilities
• Excellent communication skills and customer orientation
• Attention to detail and ability to multi-task, handling multiple stakeholders
• Ability to prioritize and willingness to work self-sufficiently and well organized
• Team player and supportive personality
• Experience in regulated IT environments is a plus (e.g. GxP)
• All candidates must provide a criminal record not older than 3 months