IT Support Engineer

About JBS Customer Service

JBS Customer Service (JCS), a division of Jaffer Business Systems (JBS), brings over 37 years of expertise in providing superior technology services and support. JCS enhances JBS's hardware and software portfolio through effective project management, service level agreements, and managed services that guarantee uninterrupted business processes. Leveraging an extensive support network across Pakistan, JBS offers a wide array of customer services including critical support, 24/7 assistance, warranty handling, help desk functions, resident engineer placement, hardware and software deployment, as well as full IT outsourcing. Supported by efficient inventory management, robust procedures, and expert staff, JCS delivers responsive and dependable support enabling clients to meet vital business objectives confidently.

Role Summary

The IT Support Engineer is charged with delivering technical assistance to employees to ensure hardware, software, networks, and business applications operate smoothly with minimal disruptions in the Riyadh, Saudi Arabia office.

Key Responsibilities

• Address and resolve IT support requests concerning hardware, software, networking, printing devices, and peripherals within prescribed SLA timelines.
• Set up, configure, and maintain desktops, laptops, and user accounts for new employees and manage offboarding processes for departing staff.
• Provide both on-site and remote troubleshooting support for end-user technical problems; escalate complex issues to senior IT personnel or vendors as necessary.
• Maintain and oversee office IT infrastructure including LAN/Wi-Fi networks, printers, video conferencing tools, and audiovisual equipment in meeting rooms.
• Manage user access controls across key systems such as email, Active Directory/Azure AD, VPN, and business-critical applications.
• Support foundational server management tasks, backup procedures, and endpoint security checks while reporting irregularities to senior IT staff.
• Keep an up-to-date inventory and documentation for all hardware, software licenses, and configuration settings.
• Assist in conducting IT-related onboarding and induction sessions; develop straightforward user guides for common technical issues.
• Participate in IT projects including new system rollouts and upgrades.

Technical Competencies

• Proficient in Windows and macOS desktop administration, imaging, and troubleshooting.
• Experience with Active Directory/Azure AD and Microsoft 365 tools such as Outlook, Teams, SharePoint, and OneDrive.
• Knowledgeable in mobile device management for enrollment and policy enforcement.
• Basic networking understanding including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Skilled in hardware diagnostics and repair for desktops, laptops, printers, and peripherals.
• Familiar with ticketing and helpdesk systems along with asset management software.
• Basic awareness of endpoint security measures, antivirus applications, and data backup strategies.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, or closely related discipline.
• One to three years of proven experience in IT support, helpdesk, or desktop support roles.
• Hands-on experience supporting Microsoft 365 and Windows/macOS environments within corporate settings.