Senior IT Support Engineer | Saudi Arabia

Location: Saudi Arabia

Job Category:

• Information Technology (IT) & Software
• Customer Service & Support
• Telecommunications
• Engineering & Technical

Job Overview

We are seeking an experienced Senior IT Support Engineer to provide advanced technical support and IT service management in Saudi Arabia. The role is suited to professionals with at least three years of experience and strong troubleshooting expertise across Windows and macOS environments.

The successful candidate will handle escalated L2/L3 incidents, support Microsoft 365 environments, troubleshoot SSO, MFA, VPN, and network connectivity issues, and contribute to major incident resolution. The position also involves root cause analysis, problem management, technical documentation, SLA monitoring, and mentoring L1 Service Desk agents.

This opportunity provides scope for career growth in IT support, service management, Microsoft cloud technologies, and infrastructure support. ITIL Foundation and relevant Microsoft certifications are preferred and can support continued professional development and technical specialization.

Key Responsibilities

• Provide advanced technical support for Windows and macOS environments.
• Troubleshoot Microsoft 365-related issues and user access problems.
• Manage and support Entra ID, Exchange Online, SharePoint, and OneDrive.
• Support application deployment and related technical issues.
• Troubleshoot SSO, MFA, VPN, and network connectivity issues.
• Handle escalated L2/L3 incidents.
• Support major incident resolution and service restoration.
• Conduct root cause analysis for recurring and complex technical issues.
• Contribute to problem management activities.
• Prepare and maintain technical documentation.
• Mentor and support L1 Service Desk agents.
• Monitor SLA performance and support service-level objectives.
• Contribute to continuous service improvement initiatives.
• Collaborate with relevant technical teams to resolve complex incidents.

Requirements & Qualifications

• Minimum 3 years of IT support experience.
• Strong troubleshooting experience with Windows and macOS.
• Knowledge of:
  • Microsoft 365
  • Entra ID
  • Exchange Online
  • SharePoint
  • OneDrive
  • Application deployment
• Strong troubleshooting skills in:
  • SSO
  • MFA
  • VPN
  • Network connectivity
• Experience handling escalated L2/L3 incidents.
• Experience supporting major incident resolution.
• Knowledge of root cause analysis and problem management.
• Strong technical documentation skills.
• Ability to mentor and support L1 Service Desk professionals.
• Understanding of SLA monitoring and service improvement.
• Saudi-only eligibility requirement.
• ITIL Foundation certification is preferred.
• Relevant Microsoft certifications are preferred.

Salary, Benefits & Career Growth

Salary and specific employee benefits have not been provided in the original job posting and therefore are not listed.

The role provides opportunities for career growth in senior IT support, Microsoft 365 administration, IT service management, incident management, and technical operations. ITIL Foundation and relevant Microsoft certifications can further support professional development and specialization.

Application Process

Application Process (Website):

Apply by sending your updated CV directly to the recruitment email address below.

HR Email for Application

Send your updated CV

Email Subject: Senior IT Support