Service Desk Engineer(Saudi Nationals Only)

Company Description

SAT Microsystems is a leading IT Service Provider headquartered in Saudi Arabia, delivering innovative solutions designed to reduce business costs and operational complexity. With a presence in over 10 countries, including UAE, the company is a trusted partner for hundreds of global businesses, offering cutting-edge IT services. SAT Microsystems specializes in areas such as Managed IT Services, Cyber Security, IT Infrastructure Support, IoT, Automation, and Cloud Solutions. Their expertise and insight into emerging technology trends empower businesses to achieve higher levels of digital transformation and efficiency.

Role Description

This is a full-time remote role for a Service Desk Engineer. The Service Desk Engineer will provide technical support and troubleshooting for clients, ensuring their IT issues are resolved promptly. Responsibilities include delivering exceptional customer service, managing help desk queries, and performing service desk operations. The role involves documenting support requests, managing service tickets, and collaborating with technical teams to provide efficient solutions.

Location: Jeddah

Qualifications:

The Service Desk Engineer acts as the first point of contact for IT-related issues, providing Level 1 (and basic Level 2) support to end users. The role focuses on incident management, service request fulfillment, user communication, and SLA adherence.

• Log, categorize, prioritize, and resolve incidents and service requests via calls, emails, chat, and ITSM tools.
• Provide first-level troubleshooting for desktops, laptops, applications, and basic network issues.
• Escalate unresolved incidents to L2/L3 teams with complete documentation.
• Follow up on escalations to ensure timely resolution.
• Serve as the single point of contact (SPOC) for users.
• Communicate status updates and resolution details clearly to end users.
• Handle user interactions professionally, ensuring customer satisfaction.
• Perform user account creation, modification, and deactivation (AD, email, VPN, applications).
• Reset passwords and manage group memberships as per approval workflows.
• Maintain accurate records of incidents, requests, and assets.
• Contribute to the knowledge base and SOPs.
• Participate in shift handovers and documentation updates.
• Follow ITIL processes, escalation matrices, and security policies.
• Ensure SLA and KPI compliance.
• Participate in audits and process improvement initiatives.

Required Skills:

• 1–4 years of experience in Service Desk / IT Support.
• Good knowledge of Windows OS, MS Office, basic networking.
• Familiarity with Active Directory, O365 / Exchange.
• Experience with ITSM tools (ServiceNow, Remedy, Freshservice, etc.).
• Strong communication and customer-handling skills.