Technical Support Engineer

Cyberani
Saudi Arabia
Workplace: OnsiteContractFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Time management","Prioritization","Team collaboration"]

Provide first- and second-level technical support by triaging and resolving IT incidents across hardware, software, operating systems, and networks. Manage user accounts and access resets in Active Directory/Azure AD, perform remote and on-site troubleshooting for peripherals and mobile devices, and escalate complex issues to senior teams. Maintain detailed ticket documentation, build knowledge-base articles and SOPs, and support root-cause analysis, on-call rotation, and continuous process improvements while adhering to security and compliance policies.

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FursaFursa
Cyberani
Cyberani
1 day ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Provide first- and second-level technical support by triaging and resolving IT incidents across hardware, software, operating systems, and networks. Manage user accounts and access resets in Active Directory/Azure AD, perform remote and on-site troubleshooting for peripherals and mobile devices, and escalate complex issues to senior teams. Maintain detailed ticket documentation, build knowledge-base articles and SOPs, and support root-cause analysis, on-call rotation, and continuous process improvements while adhering to security and compliance policies.
Location: Saudi Arabia
Workplace: Onsite
Employment Type: Contract
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Log, prioritize, and assign incoming support tickets from phone, email, chat, or ticketing systems.
  • •Diagnose and resolve hardware, software, operating system, and network issues; perform remote and on-site troubleshooting for devices and peripherals.
  • •Manage user accounts, access permissions, and password resets in Active Directory/Azure AD; assist with basic server, virtualization, and cloud-service tasks.
  • •Escalate complex problems to senior engineers or specialized teams while keeping requesters informed.
  • •Document resolution steps in the ticketing system and maintain knowledge-base articles, FAQs, and standard operating procedures.

Key Requirements

  • •Bachelor’s degree in computer science, Information Technology, Engineering, or related field (or equivalent hands-on experience).
  • •1+ years of experience in technical support or help-desk roles.
  • •Direct experience providing first- and second-level assistance for hardware, software, operating systems, and networking issues.
  • •Ability to diagnose, isolate, and resolve technical problems remotely and on-site.
  • •Familiarity with ITSM tools (e.g., ServiceNow, JIRA, Zendesk) and maintaining detailed incident records/knowledge-base articles.
Experience:1+ yearsIT supportHelp deskITSM
Education:Bachelor's
Skills:CommunicationProblem-solvingTime managementPrioritizationTeam collaboration
Tech Stack:Active DirectoryAzure ADServiceNowJIRAZendesk

Company Brief

Cyberani
Saudi cybersecurity company providing managed security services, threat detection, incident response, and security consulting for organizations. It focuses on protecting critical digital infrastructure and helping enterprises strengthen resilience against cyber threats.
Industry: Cybersecurity
Headquarters: Riyadh, Saudi Arabia
WebsiteLinkedIn