IT Support Specialist

Role purpose

Service desk and user support

• Provide support through Freshservice, telephone, remote-access tools, email, and desk-side assistance.
• Acknowledge, classify, prioritize, investigate, update, and resolve incidents and service requests within applicable service targets.
• Maintain requester ownership when tickets are assigned to specialist teams or vendors.
• Troubleshoot Windows devices and provide working-level support for macOS, browsers, Office applications, printers, scanners, monitors, docks, and peripherals.
• Confirm solutions with requesters and record meaningful resolution notes before closure.

Microsoft 365 and endpoint lifecycle

• Support Outlook, Teams, OneDrive, Office activation, shared mailboxes, distribution lists, and common Microsoft 365 user issues.
• Prepare, configure, test, and deploy laptops, desktops, all-in-one devices, monitors, phones, and approved accessories.
• Complete onboarding tasks, including hardware allocation, Microsoft 365 setup, approved software, policy synchronization, quality checks, and employee handover or shipment.
• Process transfers, role changes, and offboarding, including access changes, asset returns, mailbox or data ownership handover, and completion evidence.
• Maintain asset, stock, warranty, configuration, and return records; apply approved endpoint standards, updates, security controls, and software configurations.

Connectivity and branch support

• Troubleshoot user-level LAN, Wi-Fi, internet, VPN, printer, and IP telephony issues using approved diagnostic steps.
• Coordinate branch and remote-site readiness, device delivery, workstation setup, local contacts, site access, vendors, and technical specialists.
• Perform first-line checks for CCTV, access-control, meeting-room, display, and other site-technology incidents, routing specialist work appropriately.

Required technical knowledge

• Windows desktop administration and troubleshooting, with working knowledge of macOS support.
• Microsoft 365 support, including Outlook, Teams, OneDrive, Office applications, and Microsoft Entra ID or Azure Active Directory user administration.
• PC, laptop, all-in-one device, monitor, docking station, printer, scanner, and peripheral installation and troubleshooting.
• Networking fundamentals, including TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, VPN, and internet links.
• ITSM practices and ticket management; Freshservice or a comparable service-management platform is preferred.
• Remote-support tools and secure handling of company devices.

Core operating activities

• Monitor the Freshservice queue, respond to users, update pending and escalated tickets, complete endpoint and onboarding tasks, and record handovers and resolution notes.
• Review aged, overdue, reopened, and recurring tickets; update knowledge articles and provide updates to the Group IT Support Manager.
• Support office moves, branch openings, planned changes, scheduled after-hours work, incident escalation, equipment shipment, site visits, audits, and business continuity activities as required.

Qualifications and experience

• Bachelor's degree in computer science, information technology, or a related major.
• 2 to 4 years of IT support experience, including at least three years in a comparable Level 1 and Level 2 support role.
• Willing and able to travel to company branches and project sites across Saudi Arabia when required.
• Able to support planned after-hours, weekend, on-call, migration, rollout, or critical-incident activities when formally scheduled.

Behaviors and capabilities

• Communicate clearly, professionally, and respectfully with technical and non-technical users.
• Be approachable, service-oriented, patient, and able to support users under pressure.
• Organize and prioritize competing incidents, service requests, onboarding tasks, site work, and deadlines.
• Use structured troubleshooting, record evidence, avoid unsupported assumptions, and know when to escalate.
• Own follow-up so tickets always have an owner, next action, or meaningful update.
• Collaborate with IT teams and vendors while respecting access, security, change, and approval controls.