IT Field Engineer (Saudi National)

Role OverviewThe 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 ResponsibilitiesTechnical Support & Incident ManagementProvide 1st and 2nd level technical customer supportTake ownership and responsibility for assigned ticketsClassify and analyze incidentsPrepare detailed technical analysis reportsTroubleshoot incidents remotely and onsite in compliance with SLAsRecognize potential escalations early and initiate de-escalation measuresHardware & System MaintenancePerform hardware replacementsConduct hardware operational readiness tests and system health checksPerform physical fault isolation diagnosisReseat network cablesConduct root cause analysis on hardware componentsPerform periodic system health checksExecute annual liquid cooling maintenancePerform firmware and BIOS updates Warranty & DocumentationProcess and track RMA (Return Material Authorization) cases with manufacturersDocument all activities thoroughly in the ticketing systemPrepare service-related technical documentationPrepare and test spare parts (refurbishment, readiness, documentation)Preventive & On-Call ServicesPerform preventive maintenance both remotely and onsiteParticipate in technical on-call servicesProvide permanent onsite customer support when requiredCustomer CommunicationCommunicate independently and professionally with customer technical contactsEnsure service quality and customer satisfactionRequirementsEducation & ExperienceCompleted apprenticeship as an IT Systems Engineer or comparable qualificationMinimum 5 years of professional experience in server, storage, and network environmentsExperience working with technical manuals and documentationTechnical SkillsStrong technical understandingAbility to perform independent diagnostics and troubleshootingKnowledge of firmware, BIOS updates, and hardware maintenanceGood knowledge of MS Office (Word, Excel, Outlook)Soft SkillsIndependent and solution-oriented working styleStrong communication and customer-facing skillsAbility to work effectively in a teamProfessional demeanor and good mannersAbility to recognize and manage escalationsAdditional RequirementsWillingness and ability to provide permanent onsite supportParticipation in on-call duty