The Systems Engineer – End User Computing & Kiosk Solutions is responsible for supporting, maintaining, and optimizing end-user environments, including laptops, desktops, and kiosk systems. The role focuses on the implementation, troubleshooting, and ongoing support of hardware and software solutions, ensuring high availability and a seamless user experience.
The engineer will work closely with internal teams and external vendors to manage environments where ZainTECH acts as a partner for Dell end-user devices and SEDCO kiosk solutions. The role requires a hands-on approach to system support, incident resolution, and lifecycle management across diverse end-user computing environments.
Responsibilities:
End User Computing Support
- Provide technical support for laptops, desktops, and end-user devices, ensuring optimal performance and availability
- Install, configure, and maintain operating systems, applications, and user environments
- Diagnose and resolve hardware and software issues in a timely manner
- Support device lifecycle activities including deployment, upgrades, and replacements
Kiosk & SEDCO Solutions Support
- Support the implementation, configuration, and maintenance of SEDCO kiosk solutions
- Troubleshoot issues related to kiosk hardware, software, and connectivity
- Ensure kiosks operate reliably and meet defined service levels
- Coordinate with vendors for issue resolution, maintenance, and escalations
Hardware & Vendor Management
- Manage environments involving Dell end-user devices, ensuring compliance with standards and configurations
- Liaise with vendors and service providers for hardware support, warranty services, and escalations
- Track and manage hardware inventory, replacements, and asset lifecycle
Incident Management & Troubleshooting
- Respond to user requests and incidents, ensuring resolution within defined SLAs
- Perform root cause analysis for recurring issues and implement preventive measures
- Maintain accurate records of incidents, resolutions, and configurations within ticketing systems
Collaboration & Support
- Work closely with internal IT, infrastructure, and support teams to ensure seamless service delivery
- Provide user support and guidance to enhance end-user productivity
- Support cross-functional initiatives related to system upgrades and deployments
Documentation & Continuous Improvement
- Maintain documentation for system configurations, processes, and troubleshooting guides
- Identify opportunities to improve system performance, reliability, and user experience
- Contribute to knowledge sharing and continuous improvement initiatives
Requirements
- 2–5 years of experience in end-user support, system engineering, or IT support roles
- Experience supporting enterprise end-user environments
- Strong knowledge of end-user computing environments (Windows OS, laptops, desktops)
- Experience supporting hardware devices from OEMs such as Dell
- Familiarity with kiosk systems and SEDCO solutions is an advantage
- Understanding of basic networking concepts (TCP/IP, DNS, connectivity troubleshooting)
- Experience with ITSM / ticketing systems (e.g., ServiceNow, Jira)
- Knowledge of hardware troubleshooting and system diagnostics
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Relevant certifications (preferred), such as: Microsoft Certified (Modern Desktop / Windows), and ITIL Foundation
Skills Required
- 2-5 years of experience in end-user support, system engineering, or IT support roles
- Experience supporting enterprise end-user environments
- Strong knowledge of end-user computing environments (Windows OS, laptops, desktops)
- Experience supporting hardware devices from OEMs such as Dell
- Familiarity with kiosk systems and SEDCO solutions is an advantage
- Understanding of basic networking concepts (TCP/IP, DNS, connectivity troubleshooting)
- Experience with ITSM / ticketing systems (e.g., ServiceNow, Jira)
- Knowledge of hardware troubleshooting and system diagnostics
- Bachelor's degree in Information Technology, Computer Science, or related field
- Relevant certifications (preferred), such as: Microsoft Certified (Modern Desktop / Windows), and ITIL Foundation
What We Do
ZainTECH is a regional integrated digital solutions provider, unifying Zain Group’s ICT assets to offer a unique value proposition of comprehensive digital solutions and services under one roof. The company is positioned to drive the transformation of enterprise and government customers in the MENA region by providing a center of excellence and managed solutions across the ICT stack, including cloud, cybersecurity, modern infrastructure, big data, IoT, AI, smart cities, drones and robotics, and emerging technologies. ZainTECH leverages Zain’s global reach, unique regional footprint, and infrastructure across its operations in Kuwait, Saudi Arabia, Bahrain, Jordan, Iraq, and the United Arab Emirates, as well as in other key markets in the Middle East. ZainTECH forms a key pillar in the evolution of Zain’s core telecom business to maximize value and build on the company’s many strengths to selectively create and invest in growth verticals beyond standard mobile services. This ultimately supports Zain’s vision of becoming a leading ICT and digital lifestyle provider.
