Deskside Support Engineer (L2)

Deskside Support Engineer (L2)

Location: Riyadh, Saudi Arabia
Work Mode: Onsite

Employment type: Contract

Employment Eligibility: This position is open only to candidates who are currently based in Riyadh, Saudi Arabia and are legally eligible to work in Saudi Arabia without requiring employer sponsorship. Saudi nationals and candidates holding a valid work permit, transferable/eligible visa, or other legal work authorization that allows them to work independently are welcome to apply.

Oxydata Software Sdn Bhd established since 2012, helping regional enterprises drive digital transformation through Agentic AI Services, AI Automation & Integration, Data Engineering, AI Training, and IT Managed Services. We are a lean, high-impact team where engineers work directly on cutting-edge AI products serving enterprise clients across Malaysia and the region.

We are seeking an experienced Deskside Support Engineer (L2) to provide on-site, hands-on IT support to end users, ensuring seamless operation of hardware, software, and peripherals.

Responsibilities

• Deliver on-site Level 2 deskside support for desktops, laptops, monitors, printers, and peripherals.
• Diagnose, troubleshoot, and resolve hardware and software issues promptly and professionally.
• Perform IMACD (Install, Move, Add, Change, De-install) activities for end-user devices.
• Support OS installation, device reimaging, encryption, driver installation, and application deployment.
• Manage incident and service request tickets using the ITSM/ticketing system, providing regular updates to users.
• Escalate unresolved or complex issues to Level 3 teams or specialised support groups as needed.
• Assist with user onboarding and offboarding, including device setup and access readiness.
• Document recurring issues, workarounds, and solutions to contribute to the knowledge base.
• Coordinate with third-party vendors for hardware repair, replacement, and warranty cases.
• Ensure compliance with SLAs, security requirements, and IT policies during support delivery.

Requirements

Must-have:

• Bachelor’s degree in IT, Computer Science, or a related field.
• Fluent English (oral and written).
• Minimum 1+ years of experience in IT Support.
• Strong knowledge of Windows OS (Windows 10/11), Office productivity tools, and desktop/laptop hardware and peripherals.
• Hands-on experience with device imaging and deployment tools (e.g. SCCM/endpoint tools) and Active Directory basics (domain joining and user/group support).
• Good troubleshooting, communication, and customer service skills.
• Ability to work independently in an on-site support environment.
• Strong analytical and problem-solving abilities.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.

Nice-to-have:

• Mandarin (oral, preferred).
• Arabic (oral, preferred).
• Experience supporting MacOS devices in a corporate environment.
• Experience with remote support tools (e.g. TeamViewer, AnyDesk) for hybrid or distributed teams.
• ITIL Foundation certification.

Why Join Us

• Join a collaborative and multicultural team where your expertise will directly impact end-user productivity and satisfaction.
• Opportunity to work with a diverse group of professionals, develop your technical skills, and contribute to a dynamic IT environment that values learning, adaptability, and teamwork.