IT Service Associate

Who we are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation—inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures, and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What you'll do

Our mission is to provide best in class Business-IT support, to continuously improve our IT systems and services and strive to create and innovate with technology.

As an IT Specialist your primary responsibility is assisting the IT department with all aspects of technology as it relates to office, regional and BCG priorities. This includes, but is not limited to, business reporting, operational planning, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs both in the office and at the client site.

You will work in the Riyadh office and report directly to the Riyadh IT Manager, and you are able to perform successfully in a fast-paced, high-performing, service-oriented environment. You apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG's values and culture.

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 deploy 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 ServiceNow and analyse 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 and standards

Excellent oral and written English, clear communication and ability to communicate with technical and non-technical stakeholders

What you'll bring

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 Power BI, 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 and 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 or 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.