IT Support Specialist

About the Role

Key Responsibilities

• Provide timely Level 1 and Level 2 technical support via Freshservice, telephone, remote-access tools, email, and desk-side assistance.
• Acknowledge, classify, prioritize, investigate, update, and resolve assigned incidents and service requests within applicable service targets.
• Maintain ownership of the requester experience, even when tickets are assigned to specialist teams or external vendors.
• Troubleshoot Windows devices and provide working-level support for macOS, browsers, Microsoft Office applications, printers, scanners, monitors, docking stations, and standard peripherals.
• 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 activities, including hardware allocation, Microsoft 365 setup, software installation, policy synchronization, quality checks, and handover.
• Process approved transfer, role-change, and offboarding tasks, including access changes, asset return, and data ownership handover.
• Maintain accurate asset assignment, stock, warranty, configuration, and return records in inventory or ITSM systems.
• Troubleshoot user-level LAN, Wi-Fi, internet, VPN, printer, and IP telephony connectivity issues.
• Assist with CCTV, access-control, meeting-room, display, and other site-technology incidents by performing first-line checks and routing specialist work.
• Monitor the Freshservice queue, respond to users, update tickets, and complete endpoint and onboarding tasks.
• Support office moves, branch openings, planned changes, scheduled after-hours work, incident escalation, and business continuity activities as required.
• Required Experience and Capabilities
• Candidates should possess 2-5 years of relevant experience in IT support. The role requires individuals who can communicate clearly and professionally with both technical and non-technical users, demonstrating a service-oriented and patient approach, especially under pressure.
• Key Behavioral Attributes
• Ability to organize and prioritize competing incidents, service requests, onboarding tasks, and deadlines effectively.
• Proficiency in structured troubleshooting, recording evidence, and knowing when to escalate issues appropriately.
• Strong sense of ownership for follow-up, ensuring tickets are not left without an owner, next action, or meaningful update.
• Collaborative work style with other IT teams and vendors, while respecting access, security, change, and approval controls.

Work Environment

• This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role involves supporting Head Office and branch users, contributing to their overall productivity.