IT Helpdesk Engineer and Support Specialist

Overview & Responsibilities

An excellent opportunity has become available to join Elliott Group in Dammam, Saudi Arabia as a IT Engineer and Helpdesk Support Specialist. The successful candidate will be the first point of contact for all IT helpdesk queries and respond to helpdesk tickets by raising to senior engineers when required.

This job is an entry level staff position working under supervision with responsibility for installing, configuring, patching, upgrading, maintaining, monitoring, planning, coordinating, communicating, problem-solving and deployment of computer hardware, operating system (Windows 10) and database administration software. 

Job will have a degree of new and unfamiliar content requiring incumbent to utilize logic and technical know-how.

As an IT Helpdesk Support Specialist your main responsibilities will involve:  

• First point of contact for help desk queries as 1st line responder

• Answer helpdesk tickets and raise to senior engineers if and when required

• Hardware Break fix management and Windows 10 troubleshooting and configuration

• Active Directory administration including group policies

• Commission and shipping laptops and mobile phones worldwide to employees or sourcing locally where required

• Installation of new hardware and software with existing infrastructure.

• Analyzing and monitoring operating system and data base management system performance and taking action to resolve performance issues as necessary.

• Writing programs in appropriate languages to interface with the operating systems and data base management systems in use by the company.

• Designing and configuring security provisions provided by hardware and software suppliers.

• Assisting in the maintenance and evaluation of existing/new hardware, operating systems, and data base management systems, and participating in making recommendations concerning the use and compatibility of manuals, publications, and other materials to keep current on the state of technology.

• May be exposed to negotiations of contracts with computer hardware and operating and database management  software and service providers.

• Works with company's computer hardware and technical software suppliers to obtain for quick corrections for problems or emergencies under the direction of experienced team members.

• Support remote workers via applications such as LogMeIn

• Good understanding of video conferencing applications such as Google Meet

• Good understanding and working experience with Microsoft Office suite

• Experience (but not essential) of VPN technologies and basic configuration

• Experience of working with Google Business Suite

• Management and configuration of iOS and Android mobile devices

• Experience with Sophos EDR

• Internet connectivity troubleshooting / WIFI access points / door entry systems.

• Remote ERP system client troubleshooting

Your skills and qualifications will ideally include: 

• Bachelors of Science in Computer or Information Science; Mathematics; or Engineering.

• 3-5 years of relevant experience.

• Proven, excellent listening and communications, documentation skills with a very high sensitivity to customer satisfaction.

• Responds to, tracks, and monitors inquiries and requests for assistance with software, hardware, and other technical problems.

• Good knowledge of personal computer operating systems, hardware, and peripheral devices, application suites (e.g. Microsoft Office)

• Basic knowledge of system and software quality assurance best practices and methodologies. 

• Good understanding of operating system diagnostic and repair capabilities.

• Deep interest in broad based field of Information Technology as demonstrated by ability to stay up to date with technology trends and practices.

• Ability to conduct research into a wide range of computing issues as required

• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables

• Working knowledge of a range of diagnostic utilities.

• Aware of applicable data privacy practices and laws.  

• Understanding of database structures, theories, principles, and practices. 

• Hands-on operating systems and database tuning and troubleshooting experience.

Base Location

Dammam/Dharan, Saudi Arabia.

Additional travel to support regional office in Bahrain.

Hybrid role:  Office-based three days a week and home-based two days.

Competitive salary (depending on candidate experience and skills) and benefits package.

The world turns to Elliott.

Customers throughout the world choose Elliott for the design, manufacture and service of their critical rotating equipment. Elliott’s global service network routinely installs, overhauls, repairs, upgrades and rerates machines from any manufacturer. Customers everywhere turn to Elliott for precision engineering, extraordinary reliability and unparalleled service.

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