وظيفة مهندس دعم البنية التحتية شاغرة لدى Beetleware بمدينة الرياض

Role Overview

The IT Systems Engineer/ IT Field Engineer is responsible for providing first- and second-level technical support for server, GPU and liquid cooling, storage, and network infrastructure. The role includes incident management, hardware maintenance, troubleshooting, preventive maintenance, and direct communication with customer technical contacts, ensuring compliance with defined SLAs.

Key Responsibilities

Technical Support & Incident Management

• Provide 1st and 2nd level technical customer support
• Take ownership and responsibility for assigned tickets
• Classify and analyze incidents
• Prepare detailed technical analysis reports
• Troubleshoot incidents remotely and onsite in compliance with SLAs
• Recognize potential escalations early and initiate de-escalation measures

Hardware & System Maintenance

• Perform hardware replacements
• Conduct hardware operational readiness tests and system health checks
• Perform physical fault isolation diagnosis
• Reseat network cables
• Conduct root cause analysis on hardware components
• Perform periodic system health checks
• Execute annual liquid cooling maintenance
• Perform firmware and BIOS updates

Warranty & Documentation

• Process and track RMA (Return Material Authorization) cases with manufacturers
• Document all activities thoroughly in the ticketing system
• Prepare service-related technical documentation
• Prepare and test spare parts (refurbishment, readiness, documentation)

Preventive & On-Call Services

• Perform preventive maintenance both remotely and onsite
• Participate in technical on-call services
• Provide permanent onsite customer support when required

Customer Communication

• Communicate independently and professionally with customer technical contacts
• Ensure service quality and customer satisfaction

Requirements

Education & Experience

• Completed apprenticeship as an IT Systems Engineer or comparable qualification
• Minimum 5 years of professional experience in server, storage, and network environments
• Experience working with technical manuals and documentation

Technical Skills

• Strong technical understanding
• Ability to perform independent diagnostics and troubleshooting
• Knowledge of firmware, BIOS updates, and hardware maintenance
• Good knowledge of MS Office (Word, Excel, Outlook)

Soft Skills

• Independent and solution-oriented working style
• Strong communication and customer-facing skills
• Ability to work effectively in a team
• Professional demeanor and good manners
• Ability to recognize and manage escalations

Additional Requirements

• Willingness and ability to provide permanent onsite support
• Participation in on-call duty