ITSM Support Engineer

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.The ITSM Support Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation. This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. Implements standards and guidelines of support within the ITIL framework. The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.This is an on-site role, based in Riyadh, KSA.Responsibilities:Service Desk Management:Act as the primary point of contact for all ITSM-related queries, issues, and incidents.Monitor, prioritise, and manage tickets/incidents in the ITSM system according to defined SLAs (Service Level Agreements).Ensure timely resolution of incidents and requests, escalating when necessary to meet SLA targets.ITSM Tool Administration:Administer and maintain the ITSM tool(s) used for incident, problem, change, and asset management.Customise and configure the ITSM tool(s) to meet specific organisational requirements.Provide training and support to end-users on using the ITSM tool effectively.Incident and Problem Management:Investigate, diagnose, and resolve incidents to restore normal service operations.Identify underlying problems and root causes, coordinating with relevant teams to implement permanent solutions.Document incident and problem resolution procedures and maintain knowledge base articles.Change Management:Review and assess change requests to determine potential impact and risks.Coordinate and implement approved changes, ensuring minimal disruption to services.Perform post-implementation reviews to validate the success of changes.Asset Management:Manage the lifecycle of IT assets, including procurement, deployment, tracking, and retirement.Conduct regular audits to ensure compliance with asset management policies and procedures.Maintain accurate asset inventory records in the ITSM system.Continuous Improvement:Identify opportunities for improving ITSM processes, workflows, and tools.Propose and implement enhancements to increase efficiency, effectiveness, and user satisfaction.Participate in ITSM-related projects and initiatives as required.QualificationsBachelor’s degree in computer science, Information Technology, or related field.Proven experience in IT support roles, with a focus on ITSM practices and methodologies.Proficiency in ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.Strong understanding of ITIL (Information Technology Infrastructure Library) framework and best practices.Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.Effective communication and interpersonal skills, with the ability to interact professionally with users at all levels.ITIL certification(s) such as ITIL Foundation, ITIL Practitioner, or ITIL Intermediate is preferred.Ability to work independently and collaboratively in a fast-paced, dynamic environment.