L1 IT Support Engineer
Remote, Saudi Arabia
Job Categories: 1st Line IT Support
Job Type : Full Time
Job Location : Remote, Saudi Arabia
Do you strive to make a difference? Goaco is looking to build a team to continue solving problems using software and technology for our clients. We are developers at heart – and by the mind too. We thrive on challenges and live for logical thinking. Formed over a decade ago, we have built on our successes, all of whom have benefitted from their level-headed software solutions. The team is all like-minded individuals, with a drive to succeed in their own fields.
ROLE OBJECTIVE
We are looking for a proactive and customer-oriented L1 IT Support Engineer to be deployed at Aditum Capital’s Riyadh office. As part of Goaco’s managed services team, the successful candidate will provide first-line technical support to end users, ensuring timely resolution of issues and maintaining high standards of service delivery both remotely and on-site.
RESPONSIBILITIES
- Provide remote first-level IT support to Aditum Capital’s Riyadh office as part of Goaco’s managed service offering.
- Respond to support tickets covering basic hardware, software, email, network, and end-user access issues.
- Troubleshoot issues related to Microsoft 365 (Outlook, SharePoint, Teams, OneDrive), user provisioning, and desktop environments.
- Maintain visibility on device health, antivirus status, patching, and backup indicators remotely via Goaco’s monitoring tools.
- Log and update tickets in Goaco’s service desk system; ensure timely responses and documentation.
- Visit Aditum Capital’s Riyadh office for critical incidents, hands-on troubleshooting, or hardware issues that cannot be resolved remotely.
- Assist with IT asset tagging, inventory updates, and delivery of hardware when required on-site.
- Coordinate with Goaco’s IT Manager (or central engineering team) for escalations or infrastructure-level support.
- Ensure user support is delivered professionally, securely, and in line with both Goaco’s SLAs and Aditum’s expectations.
- Adhere to Goaco’s IT support processes, client-specific SOPs, and maintain a high level of service quality.
EXPERIENCE REQUIRED
- 1–3 years of hands-on IT support experience, preferably in financial services or corporate environments.
- Strong grasp of Microsoft 365 ecosystem, including Teams, SharePoint, and Outlook.
- Familiarity with basic networking concepts, endpoint protection, and data privacy.
- Excellent communication skills and attention to detail.
- Proactive, reliable, and customer-focused approach.
Qualifications:
- Diploma or Bachelor’s degree in Computer Science, Information Technology or related discipline.
- Microsoft certifications or equivalent experience preferred.
Personal Attributes:
- Proactive and self-driven with a customer-first mindset.
- Calm and methodical under pressure.
- Strong attention to detail and problem-solving skills.
- Team player with the flexibility to support remote and on-site needs
What We Offer:
- Competitive Salary: Base salary commensurate with experience, plus performance-based incentives.
- Career Progression: Clear pathways for career development and progression within the company.
- Training & Development: Ongoing training and development opportunities to help you grow in your role.
- Supportive Culture: Join a collaborative, friendly, and ambitious team that values work-life balance and personal growth.
- 28 days annual leave, including bank holidays.