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Job Responsibilities:

- Provide first‑line technical support to internal teams and external customers, ensuring rapid resolution of hardware, software, and network issues.
- Diagnose, troubleshoot, and resolve technical problems related to telecommunications equipment, IoT devices, and related software applications.
- Document all support cases, steps taken, and resolutions in the ticketing system with clear and concise notes.
- Escalate complex incidents to senior engineers or specialized teams while maintaining continuous communication with the affected parties.
- Collaborate with cross‑functional teams (field engineers, product development, and account management) to reproduce and resolve recurring issues.
- Perform remote configuration, firmware updates, and system health checks for client environments.
- Assist in the creation and maintenance of knowledge‑base articles, FAQs, and standard operating procedures.
- Participate in on‑call rotation and after‑hours support as required to meet service‑level agreements.
- Provide feedback on product improvements based on recurring support trends and customer interactions.

Essential Qualifications

- Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.
- Strong foundational knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs) and telecommunications equipment.
- Proficiency in troubleshooting hardware and software issues, with the ability to reproduce problems in a lab environment.
- Excellent written and verbal communication skills in English; Arabic proficiency is a plus.
- Customer‑focused attitude with a demonstrated ability to handle high‑pressure situations calmly and professionally.
- Familiarity with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.

Desired Experience:

- Minimum of 3 years of hands‑on technical support experience, preferably within the telecommunications or IoT sector.
- Experience supporting a mixed environment of enterprise‑grade devices, IoT gateways, and cloud‑based services.
- Track record of meeting or exceeding SLA targets and handling high‑volume support queues.

Location

Eastern Province, Qasim, Jouf, Hail, Madinah, Makkah, Tabuk, Najran, Jazan, Aseer, Northern Borders.

Salary & Benefits

Annual salary paid in Saudi Riyals (8,000) .
Contract period: 36 Months

Apply though the following link:

https://recruitcrm.io/apply/

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