Job description

Based in the Riyadh office and working with the Operations Manager, the Customer Support Engineer provides day-to-day technical support for a software product and supporting hardware used by a large government organization. The role maintains customer systems, investigates and tracks issues, tests and deploys software changes and new releases, and ensures all SLA commitments are met. Responsibilities encompass IT support for Microsoft’s core business applications and operating systems; proactive communication with customers on incident progress, impending changes, and agreed outages; 24x7 shift coverage; customer-focused technical support for installation, upgrading, and maintenance activities; rapid response to requirements/issues to meet SLAs; proactive monitoring and maintenance of customer systems to achieve contracted uptime targets; and on-site support including installation of Telecom, CCTV, and ITS (Intelligent Transportation System) devices. The role requires adherence to Trapeze processes with accurate, on-time documentation, and collaboration to achieve Trapeze Saudi Arabia goals while identifying improvements. Required technical capabilities include Red Hat Linux and Microsoft Windows administration, database environments such as Oracle and MS SQL, VMware administration and management, supporting Java-based applications, understanding Telecom equipment (in-built mobile terminal devices), interpreting technical architecture of infrastructure services, creating maintenance/deployment scripts in Windows and Linux, and following ITIL processes for Incident Management and Change & Release Management. Experience supporting large systems with many users and prior work on large government projects is expected, alongside knowledge of transportation solutions like AVM and Journey planner and hands-on installation/support of transportation devices.