Position overview

Sequel is seeking a Murex Analyst to represent us at a reputable banking client in Riyadh, working at the client’s banking premises. The role will provide first-level technical support to the bank’s users and serve as the on-site point of contact between the client’s teams and Sequel’s remote technical and support teams.

The Murex Analyst will be responsible for receiving and troubleshooting initial technical requests, supporting users professionally, documenting incidents accurately, and escalating issues to the appropriate Sequel or client stakeholders when required. The role requires strong communication, sound technical judgment, attention to detail, and strict adherence to the client’s security and operational procedures.

Key responsibilities

• Represent Sequel professionally at the client’s banking premises in Riyadh.

• Provide first-level technical support to bank users and assist with common hardware, software, access, connectivity, and application-related issues.

• Receive, log, categorize, prioritize, and follow up on support requests and incidents.

• Perform initial troubleshooting and resolve issues within the scope of first-level support.

• Escalate unresolved or complex issues to Sequel’s remote technical teams or the appropriate client stakeholders.

• Facilitate approved remote support sessions with Sequel’s technical teams when required.

• Support screen sharing, on-screen activities, testing, and other authorized actions securely and accurately.

• Keep users informed about progress, expected timelines, and next steps.

• Ensure that all support activities, actions, decisions, and outcomes are documented clearly and accurately.

• Follow the bank’s security, confidentiality, access-control, and operational procedures at all times.

• Maintain accurate records of open issues, pending actions, escalations, and resolutions.

• Identify recurring technical issues and communicate trends or improvement opportunities to Sequel’s support teams.

• Contribute to a consistent, professional, and service-oriented user experience.

• Support coordination between the bank’s teams and Sequel’s remote technical colleagues.

Requirements

• Relevant experience in first-level technical support, helpdesk support, IT support, service desk operations, or a similar client-facing technical role.

• Basic knowledge of troubleshooting hardware, software, operating systems, connectivity, user access, and common desktop applications.

• Experience using ticketing systems, issue trackers, remote-support tools, Microsoft Office, Teams, or comparable platforms.

• Strong communication and customer-service skills, with the ability to explain technical matters clearly to non-technical users.

• Good judgment when assessing urgency, impact, and the need for escalation.

• Highly organized, detail-oriented, and consistent in documenting incidents and follow-up actions.

• Professional discretion and a strong understanding of confidentiality, access controls, and procedure adherence.

• Ability to work independently on-site while collaborating closely with Sequel’s remote technical teams.

• Ability to remain calm, professional, and solution-oriented when handling urgent or frustrated users.

• Professional fluency in English; Arabic is an advantage.

• A degree, diploma, or certification in Information Technology, Computer Science, Information Systems, or a related field is preferred.

Work arrangement

• Full-time, on-site at the client’s banking premises in Riyadh.

• Daily collaboration with Sequel’s remote technical and support teams.

• Primary responsibility for first-level technical support and on-site user assistance.