Technical Support Analyst

ASMO is a groundbreaking joint venture between DHL and Aramco. Inheriting DHL’s logistics excellence and Aramco’s extensive supply chain ecosystem, we are here to set a new benchmark and redefine the procurement and supply chain landscape, enabling growth. ASMO aims to be operational in 2025 and provide reliable end-to-end integrated procurement and supply chain services for companies across the industrial, energy, chemical, and petrochemical sectors. Our focus customers in the short term will be Saudi Aramco and its Affiliates. In the long term, all the industrial sectors within Saudi Arabia aim to reach the MENA region.

Objective:

The Technical Support Analyst is responsible for providing technical assistance and support to end-users and ensuring the efficient operation of IT systems and services across ASMO. They diagnose and resolve technical issues, deliver timely solutions, and contribute to the overall user experience.

General Responsibilities:

• The role holder will have knowledge of the rules, procedures and in some cases, the principles and practices within the IT Infrastructure discipline. They will be tasked with selectively extracting, verifying, and compiling objective and measurable data. In some instances, they may determine the course of action based on established principles and modify existing processes and methods.
• Provide technical support for hardware, software, and network-related issues.
• Develop the event categorization framework to qualify events and remediating actions.
• Diagnose and resolve user incidents and service requests within defined service level agreements.
• Install, configure, and maintain end-user devices, peripherals, and software applications in a standard and controlled manner.
• Define an end-to-end provisioning process facilitating automation wherever possible.
• Collaborate with IT teams to troubleshoot and resolve system and network issues.
• Document technical procedures, solutions, and knowledge base articles.
• Ensure accurate provisioning and metering of services and contribute to the continuous improvement of IT support processes and user satisfaction.
• Recommend training and development interventions for team members to build their capabilities.
• Contribute to the identification of opportunities for the continuous improvement of systems, processes and practices to increase productivity and operational efficiency.
• Implement all relevant IT Solutions department’s policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner.
• Contribute to the preparation of timely and accurate reports to meet departmental requirements, policies and standards.

Qualifications:

• Bachelor’s degree in computer science, information technology, or equivalent from a recognized and accredited university is required.
• Master’s degree in computer science, information technology or equivalent from a recognized and accredited university is preferred.
• Relevant certifications in technical support or IT service management (e.g., HDI Desktop Support Technician, ITIL Foundation) preferred.
• Demonstrated proficiency in oral and written English.
• years’ experience in the same Field.