Beetleware تعلن عن وظيفة مهندس دعم فني أول في الرياض

Job Summary

We are seeking a skilled and customer-focused IT Systems Engineer - Technical Support to provide first- and second-level technical support for critical IT infrastructure, including servers, GPU systems, storage, networking, and liquid cooling systems.

The successful candidate will be responsible for incident management, hardware troubleshooting, preventive maintenance, system health checks, and technical documentation. This role requires strong hands-on technical capabilities, a proactive approach to problem-solving, and the ability to communicate professionally with customer technical teams while meeting defined service levels and SLAs.

Key Responsibilities

Technical Support & Incident Management

• Provide first- and second-level technical support for IT infrastructure and hardware-related incidents.
• Take ownership of assigned incidents and ensure timely resolution in accordance with defined SLAs.
• Classify, analyze, and troubleshoot technical incidents.
• Perform remote and onsite diagnostics and troubleshooting.
• Prepare detailed technical analysis and incident reports.
• Identify potential escalations at an early stage and take appropriate corrective and de-escalation actions.

Hardware & Infrastructure Maintenance

• Perform hardware replacement, installation, and troubleshooting activities.
• Conduct physical fault isolation and root-cause analysis of hardware components.
• Perform system health checks and operational readiness testing.
• Troubleshoot and reseat network cables and physical connections when required.
• Perform preventive maintenance on infrastructure components.
• Execute BIOS and firmware updates.
• Support and perform scheduled liquid cooling maintenance.
• Ensure systems remain operational and meet required technical standards.

Warranty, RMA & Documentation

• Initiate, process, and track RMA (Return Material Authorization) cases with manufacturers and suppliers.
• Maintain accurate records of all troubleshooting and maintenance activities within the ticketing system.
• Prepare technical and service-related documentation.
• Prepare, test, and maintain spare parts, including refurbishment, readiness checks, and documentation.

Preventive Maintenance & On-Call Support

• Perform scheduled preventive maintenance remotely and onsite.
• Participate in technical on-call rotations and respond to incidents when required.
• Provide dedicated onsite technical support at customer locations as needed.
• Ensure infrastructure availability and service continuity.

Customer Communication

• Communicate directly and professionally with customer technical contacts.
• Provide clear updates regarding incidents, troubleshooting progress, and resolutions.
• Maintain a high level of service quality and customer satisfaction.
• Build and maintain professional relationships with customers and internal technical teams.

Requirements

Education & Experience

• Diploma, apprenticeship, or bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• Minimum 2-3 years of professional experience in IT infrastructure, systems engineering, technical support, or a related field.
• Hands-on experience with servers, storage, networking, and hardware infrastructure.
• Experience working with technical manuals, service procedures, and documentation.

Technical Skills

• Strong understanding of IT infrastructure and hardware components.
• Strong diagnostic and troubleshooting capabilities.
• Hands-on experience with hardware maintenance and component replacement.
• Knowledge of BIOS and firmware updates.
• Experience with preventive maintenance and system health checks.
• Familiarity with RMA and hardware warranty processes.
• Good knowledge of Microsoft Office (Word, Excel, and Outlook).
• Ability to understand and follow technical documentation and service procedures.

Soft Skills

• Strong problem-solving and analytical skills.
• Independent, proactive, and solution-oriented approach.
• Excellent communication and customer-service skills.
• Ability to work effectively as part of a technical team.
• Professional attitude and strong interpersonal skills.
• Ability to work under pressure and manage technical escalations effectively.
• Strong sense of ownership, accountability, and attention to detail.