Software/IT Support

You will reside in the KSA, based in Rapiscan’s Riyadh offices. Rapiscan has a growing fleet of X-ray systems deployed throughout the Kingdom. The systems have complex software and IT systems that require expert troubleshooting, diagnostics, maintenance, and patching.

Working with UK and US teams, you will work to diagnose and remediate IT and software issues, configure software & IT systems to integrate with customer network solutions. The primary function of this position is to act as the main point of contact for all Cargo service Software and IT related queries within the Kingdom.

The scope of this position includes hardware, network, software configuration, and documentation, in support of the ongoing health and maintenance of all systems in country. The candidate will work alongside the Cargo service teams, Cargo Engineering Software Team, Cargo product support engineers, and Cyber Security.

Travel throughout the KSA is required; the company will provide transportation as part of your package.

Responsibilities

Operations – IT Systems Support:

1. Address IT system-related and/or computer hardware-related issues.
2. Facilitate network connectivity working with ZATCA IT staff.
3. Support personnel to identify root causes of IT infrastructure-related problems.
4. Provide 2nd/3rd Line support for IT systems.

Operations – Software Systems Support:

1. Address Software related issues, collecting logs and performing initial diagnostics.
2. Work with the Software team to identify root causes and formulate a solution.
3. Install and test software releases, monitoring efficacy.
4. Act as a conduit for customer feedback on software.
5. Provide 2nd/3rd Line support for Software systems.
6. Validate and install patches across applicable systems.
7. Provide support to field service teams with the installation of patches.
8. Support the IT Security advisor with installation and configuration of system upgrades.
9. Provide further support to the installation of system upgrades on site.

Rapiscan Systems:

1. Report status to team leadership and senior management as required.
2. Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
3. Duties may be modified or assigned at any time to meet the needs of the business.
4. Demonstrate behavior consistent with the company’s code of ethics and conduct.
5. Report any quality problems or defects to a manager or a senior member, in order for a corrective action to be implemented and to avoid recurrence.

Qualifications

1. 5+ years of related/applicable experience in IT and Software.
2. Must be familiar with Windows OS (both server and workstation) including Active Directory.
3. Must have working experience with configuring and troubleshooting Active Directory.
4. Experience with virtualization technologies e.g., Hyper-V, VMware is an advantage.
5. Must have advanced experience in networking with VLAN, VPN, and Firewall configurations.
6. Must have experience with configuring and maintaining networks.
7. Must have experience in Software systems, diagnostics, and troubleshooting.
8. Must have a high level of technical troubleshooting + remediation experience at a 2/3rd line level.
9. Experience working in a global environment across multiple time zones.
10. Must be able to work and reside in the KSA.