IT Support Specialist

Job Purpose

Service Desk and User Support

• Provide timely Level 1 and Level 2 technical support through Freshservice, telephone, remote-access tools, email, and desk-side assistance.
• Acknowledge, classify, prioritize, investigate, update, and resolve assigned incidents and service requests within the applicable service targets.
• Maintain ownership of the requester experience even when a ticket is assigned to a specialist team or external vendor.
• Troubleshoot Windows devices and provide working-level support for macOS, browsers, Microsoft Office applications, printers, scanners, monitors, docking stations, and standard peripherals.
• Confirm the solution with the requester and record meaningful resolution notes before closure.

Microsoft 365 Accounts and Access

• Support Outlook, Teams, OneDrive, Office activation, shared mailboxes, distribution lists, and common Microsoft 365 user issues.

Endpoint and Employee Lifecycle Support

• Prepare, configure, test, and deploy laptops, desktops, all-in-one devices, monitors, phones, and approved accessories.
• Complete onboarding activities, including hardware allocation, Microsoft 365 setup, approved software such as Adobe and Chrome, policy synchronization, quality checks, and handover or shipment to the employee's branch.
• Process approved transfer, role-change, and offboarding tasks, including access changes, asset return, mailbox or data ownership handover, and completion evidence.
• Maintain accurate asset assignment, stock, warranty, configuration, and return records in the approved inventory or ITSM system.
• Apply approved endpoint standards, updates, security controls, and software configurations, and report exceptions promptly.

Connectivity and Branch Support

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

Required Technical Knowledge

• Windows desktop administration and troubleshooting, with working knowledge of macOS support.
• Microsoft 365 support, including Outlook, Teams, OneDrive, Office applications, Microsoft Entra ID or Azure Active Directory user administration, authentication, and group membership.
• 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, preferably using Freshservice or a comparable service-management platform.
• Remote-support tools, and secure handling of company devices.

Core Operating Activities

Qualifications

• Bachelor's degree in Computer Science or Information Technology or any related major.

Experience

• 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.

Required Behaviors and Capabilities

• Communicates clearly, professionally, and respectfully with technical and non-technical users.
• Is approachable, service-oriented, patient, and able to support users under pressure.
• Organizes and prioritizes competing incidents, service requests, onboarding tasks, site work, and deadlines.
• Uses structured troubleshooting, records evidence, avoids unsupported assumptions, and knows when to escalate.
• Takes ownership of follow-up and does not allow tickets to remain without an owner, next action, or meaningful update.
• Works collaboratively with other IT teams and vendors while respecting access, security, change, and approval controls.