IT Service Associate

Who We Are

What You'll Do

Key responsibilities

• Providing a high level of customer service through on-site technology support in both home and office
• environments, primarily in Riyadh and the attached offices, over a variety of platforms (e.g.
• PC, Mac,
• iOS, Android, etc.) for all assigned case teams and office based staff in a fast-paced environment
• Supporting the BCG user community by providing tailored solutions for their technology while onsite in BCG offices, at client locations and at special events e.g. executive speeches, press
• conferences, offsite meetings etc.
• Prepare and deploying laptops (Windows and MacOS) for staff, including all required user profile
• configuration and data migration as well as maintain configurations of computer systems according to
• established BCG requirements and documenting critical and routine technical procedures as well as
• end user literature
• Coordinate the repair and maintenance of office printers, network and computing equipment with
• outside vendors
• Oversee and troubleshoot video conference and telecommunications systems in coordination with
• regional technical resources (Zoom, MS Teams and WebEx in particular)
• Work on projects in an operational capacity for both global and local initiatives such as evaluating
• existing systems and recommending technology for upgrade and replacement, and evaluating new
• technologies for potential applicability within BCG
• Compile various reports including but not limited to IT dashboard, inventory tracking and management,
• service assessments, mobile usage, hardware planning plus others
• Troubleshoot and log any technical issues received via phone call or ticket in the IT Service
• Management tool Service Now and analysing call data to proactively identify improvement
• opportunities.
• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local
• management.

You’Re Good At

• Key strengths and attributes needed to succeed in the role;
• Focus on excellent customer service and the needs of the BCG user community through excellent
• communication (written and verbal), time-management and collaboration skills.
• Self-starting attitude and resourcefulness to identify, analyse and solve problems that may arise
• Professionalism to be able to respect all BCG information as personal and confidential.
• Ability to work independently as well as in a team environment displaying consideration and respect
• for others.
• Appetite for continuous learning to further IT knowledge and career development
• Meticulous attention to detail and ability to meet deadlines while displaying tact and patience in
• stressful situations.
• Ability to follow established procedures/standards.
• Excellent oral and written English, clear communication and ability to communicate with technical and
• non-technical stakeholders

Essential

• Broad experience in the following areas: PC/laptop/Mac hardware, software, telecommunications,
• mobile devices, networking, and server administration
• Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area
• Experience in effectively communicating and presenting technical concepts to management, peer
• group and staff.
• Windows 10, Windows server, Mac OS, Microsoft Office 365 and SharePoint Online support experience
• WebEx/Zoom/MS Teams meeting setup and basic troubleshooting experience.
• LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar.
• SCCM/Company Portal or imaging software experience
• WIFI troubleshooting experience.
• Exposure to cloud technology
• VoIP experience
• Experience in working with international teams
• Experience or familiarity with AI-powered tools (e.g., generative AI, copilots, automation platforms) to
• enhance IT support efficiency and end-user productivity.

Desirable

• Strong analytical and planning skills demonstrating working knowledge of tools such as Tableau

and PowerBI, ChatGPT, Claude AI

• Experience using Slack, Trello and MS Teams
• Experience in training users in new technologies
• Additional info

Working Environment

• Shared office space
• Some lifting/moving equipment is required.
• Occasional weekend work or out of hours work
• Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.