L1/L2 Technical Support Engineer

We are hiring an L1/L2 Technical Support Engineer at Systems Arabia to provide on-site frontline technical support. This role is responsible for ensuring high system availability, rapid incident resolution, and a seamless visitor experience. The engineer will troubleshoot hardware and software issues, monitor system performance, collaborate with L3 support teams and vendors, and maintain accurate technical documentation while operating in a high-availability, customer-facing environment supporting access control, cashless payment, and ticketing platforms.

Responsibilities

• Provide L1/L2 technical support for smart wearables, access control, cashless payment, and ticketing systems.
• Respond to incidents via ticketing systems, phone, email, and in-person requests from visitors and operations staff.
• Perform structured troubleshooting using diagnostic tools, system logs, and runbooks; resolve L1 issues and escalate to L2/L3 when required.
• Continuously monitor system health using enterprise monitoring tools and proactively identify performance issues or failures.
• Administer Linux (RHEL, Ubuntu, CentOS) and Windows Server environments, including user management, patching, backups, and system health checks.
• Diagnose basic network and connectivity issues using tools such as ping, traceroute, netstat, and tcpdump; coordinate with network teams for advanced issues.
• Log, track, and manage incidents and service requests using ITSM platforms, ensuring accurate documentation and SLA compliance.
• Coordinate with L3 support teams and hardware/software vendors for escalations, firmware updates, RMAs, and complex issue resolution.
• Communicate clearly and professionally with visitors, operations teams, and stakeholders, providing timely status updates during incidents.
• Maintain and update runbooks, SOPs, knowledge base articles, system diagrams, and asset inventories.
• Provide hands-on on-site support, including hardware diagnostics, device replacements, cabling checks, and infrastructure inspections.
• Ensure compliance with information security, data privacy, and access control policies.
• Participate in continuous learning, certification efforts, knowledge sharing, and process improvement initiatives.

Requirements

• Bachelor’s degree in Computer Science, IT, or a related field (or equivalent experience).
• 5+ years of experience in technical support, system administration, or IT operations.
• Prior on-site support experience in high-availability or enterprise environments.
• Strong experience with Linux and Windows Server administration.
• Hands-on experience with monitoring tools (e.g., Nagios, Zabbix, Datadog, Prometheus, SolarWinds).
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls).
• Experience using ITSM/ticketing systems (ServiceNow, Jira Service Management, Zendesk, BMC Remedy).
• Basic scripting skills in Bash, PowerShell, or Python.
• Familiarity with IoT platforms, access control systems, or payment integrations (preferred).
• Relevant certifications (RHCSA/RHCE, MCSA, ITIL, CompTIA) preferred
• Full-time on-site role at the Qiddiya AquaArabia facility.
• Flexibility for extended hours, weekends, or on-call support.
• Ability to perform physical tasks, including lifting equipment (up to 20 kg).
• Adherence to organizational policies, safety standards, and professional conduct.
• Strong English communication skills with the ability to explain technical issues to non-technical users.
• Customer-focused mindset with professionalism and empathy.
• Excellent problem-solving and analytical skills.
• Ability to work under pressure in high-traffic or critical environments.
• Team-oriented, self-motivated, and accountable.