Senior Field Support Engineer

Job Title: Field Support Engineer/Field Support LeadLocation: Jeddah, Makkah, Saudi ArabiaJob DescriptionWe are seeking experienced Field Support Engineers/Field Support Lead to provide on-site and remote support for end-user environments. The role requires proven expertise in troubleshooting, managing Microsoft 365 applications, and following ITIL best practices to ensure high-quality service delivery.Key ResponsibilitiesDeliver technical support for Microsoft 365 end-user applications and related systems.Troubleshoot hardware, software, and connectivity issues in line with SLAs.Ensure compliance with ITIL-based incident, problem, and change management processes.Provide regular attendance and performance reports to management.Collaborate with the dedicated Project Manager (PM) for escalations, planning, and stakeholder reporting.Participate in scheduled training programs and certification renewals.Maintain professional conduct and represent the organization effectively in customer interactions.RequirementsExperience: Minimum 5 years in field/end-user IT support.Certifications:ITIL Foundation (mandatory).Microsoft 365 Certified: Modern Desktop Administrator Associate (or equivalent).Nationality Compliance: Engineers must belong to approved nationalities as per client/vendor requirements.Training: Commitment to yearly training (at least one professional course per year).Team & GovernanceDedicated Project Manager (PM): Responsible for overall team coordination, attendance tracking, escalations, and reporting.Reporting: Regular attendance and performance reports submitted to client/vendor stakeholders.Qualifications Matrix: Engineers’ qualifications and certifications will be documented and updated annually.