# L1 IT Support Engineer

> SSC HR Solutions · Riyadh, Saudi Arabia · — · Posted 2026-04-22

**Workplace:** on_site

**Department:** Information Technology

## Description

**Position Summary**

**We are looking for a motivated and customer-focused L1 IT Support Engineer fluent in Arabic to serve as the first point of contact for all IT-related issues. The candidate will be stationed on-site at the client location, providing direct support to Arabic-speaking end users, engaging with both IT teams and business stakeholders, ensuring timely resolution of incidents and service requests while delivering excellent customer service.**

**Key Responsibilities**

**End-User Support**

-   **Act as the first point of contact for IT support in person, via phone, email, chat, and ticketing system in Arabic and English.**
-   **Stationed on-site at the client location, providing face-to-face and remote assistance — engaging directly with both IT teams and business stakeholders.**
-   **Log, categorize, and prioritize incidents and service requests in the ITSM tool.**
-   **Diagnose and resolve basic hardware, software, and network issues.**
-   **Escalate unresolved or complex issues to L2/L3 teams with full documentation.**

**Application & CRM Support**

-   **Provide day-to-day support for CRM applications used by business and IT teams.**
-   **Must have a basic understanding of CRM concepts and how CRM systems function.**
-   **Knowledge of banking domain and banking operations is a plus.**
-   **Knowledge of how IT support processes work (incident management, escalation, SLAs) is a plus.**
-   **Manage user accounts and password resets via the CRM application.**

**Network & Connectivity**

-   **Assist users in identifying and differentiating between network-related issues (LAN, Wi-Fi) and application-level issues, and route accordingly.**
-   **Troubleshoot basic connectivity issues and escalate to the relevant team if required.**

**Documentation**

-   **Maintain accurate records of all incidents and resolutions in the ticketing system.**
-   **Create and update knowledge base articles in both Arabic and English.**
-   **Assist in IT asset management and inventory tracking.**

## Requirements

**Required Qualifications & Skills**

**Education**

-   **Bachelor's degree or Diploma in IT, Computer Science, or a related field.**
-   **Relevant certifications with equivalent hands-on experience will be considered.**

**Technical Skills**

-   **Basic knowledge of Windows OS (10/11); macOS is a plus.**
-   **Familiarity with Microsoft 365 suite.**
-   **Understanding of Active Directory — user management, password resets.**
-   **Experience with ITSM/ticketing tools — Jira Service Desk.**
-   **Exposure to Oracle Fusion Sales & Service modules is a plus.**
-   **Knowledge of business analysis concepts and requirements gathering is a plus.**

**Language & Communication**

-   **Arabic fluency (spoken and written) is mandatory.**
-   **Good command of English for documentation and team communication.**

**Soft Skills**

-   **Strong problem-solving and analytical thinking.**
-   **Patient and professional when dealing with non-technical users.**
-   **Ability to manage multiple tasks and work under pressure.**
-   **Team player, punctual, and reliable for on-site attendance.**

**Preferred Certifications (Not Mandatory)**

-   **Oracle Fusion CX Certification**
-   **ECBA (Entry Certificate in Business Analysis) — IIBA**

## Apply

[Apply at SSC HR Solutions](https://apply.workable.com/ssc-hr/j/6BB2BED011/apply)

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