Information Technology Field Technician

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Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com. Job Summary: We are seeking an experienced IT Field Support Engineer with strong on-site end-user support expertise to be based in Riyadh, Saudi Arabia. The resource will perform 1–2 fixed on-site visits per week at designated client locations and remain on standby for 3–4 days per week, supporting ticket-based, on-demand, or backfill assignments for primary engineers across 4–5 client accounts in Riyadh. The role requires hands-on desktop support, operating system/software installation, ticket management via Service Now, asset management, and coordination with Service Delivery Coordinators to ensure seamless IT service operations. Key Responsibilities1. On-Site & Field Support Provide on-site IT support during scheduled weekly visits. Deliver on-demand or emergency support as instructed by Service Delivery Coordinators. Act as backfill support for primary engineers when required. Travel between client locations within Riyadh as needed.2. Ticket Management Log, track, update, and resolve incidents and service requests using Service Now. Ensure SLA compliance and timely resolution of assigned tickets. Provide clear documentation of troubleshooting steps and resolution notes. Escalate complex issues to L2/L3 or relevant technical teams when necessary.3. End-User Support Provide hands-on desktop and laptop troubleshooting (hardware & software). Support Windows OS, MS Office, email configuration, and business applications. Configure and troubleshoot printers, scanners, and peripheral devices. Assist users with network connectivity (LAN/Wi-Fi/VPN basic troubleshooting). Provide remote support where applicable.4. IT Asset & Inventory Management Maintain accurate asset records and update inventory systems. Manage hardware issuance, replacements, and asset tagging. Coordinate procurement and disposal processes as required. Conduct periodic asset audits at client locations.5. Installation & Configuration Install and configure desktops, laptops, and software applications. Perform system upgrades, patching, and antivirus updates. Set up new user accounts and manage user access as per policy. Prepare and deploy new systems as per standard build guidelines.6. Coordination & Communication Work closely with Service Delivery Coordinators for assignment planning. Provide daily/weekly status updates as required. Maintain professional communication with client stakeholders. Ensure high customer satisfaction during on-site visits. Required Skills & Experience3+ years of hands-on IT Desktop / Field Support experience. Good communication skills - English and Arabic should be fluent/native Strong experience in on-site end-user handling in corporate environments. Working knowledge of Service Now or similar ITSM tools. Good understanding of Windows OS, Microsoft Office, and enterprise applications. Basic networking knowledge (IP addressing, DNS, DHCP, VPN). Experience in asset management and IT inventory tracking. Ability to work independently and handle multiple client environments. Strong troubleshooting and analytical skills. Working Model1–2 fixed scheduled on-site visits per week.3–4 days standby/on-demand support across 4–5 Riyadh-based clients. Field-based role with travel within Riyadh as required. Preferred Qualifications IT-related diploma or bachelor’s degree. ITIL Foundation certification (preferred). Vendor certifications such as Microsoft, Comp TIA A+, or similar (advantageous). Key Competencies Customer-centric approach Strong time management Accountability and ownership Flexibility and adaptability Team collaboration

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