IT Support Specialist

High-level Job Purpose StatementThe IT Support Specialist provides Level 1 and Level 2 support for employees using company devices, Microsoft 365 services, approved software, printers, connectivity, and workplace technology. The position owns each assigned ticket from acknowledgement through resolution or correct escalation, maintains accurate records in Freshservice, supports onboarding and offboarding, and helps keep Head Office and branch users productiveThe role does not independently own every network, server, cloud, security, or business application platform. It performs first-line diagnosis, collects evidence, applies approved fixes, communicates with the requester, and routes specialist work to the correct resolver group while retaining follow-up responsibility.Essential Duties And ResponsibilitiesService Desk and User SupportProvide timely Level 1 and Level 2 technical support through Freshservice, telephone, remote-access tools, email, and desk-side assistanceAcknowledge, classify, prioritize, investigate, update, and resolve assigned incidents and service requests within the applicable service targetsMaintain ownership of the requester experience even when a ticket is assigned to a specialist team or external vendorTroubleshoot Windows devices and provide working-level support for macOS, browsers, Microsoft Office applications, printers, scanners, monitors, docking stations, and standard peripheralsConfirm the solution with the requester and record meaningful resolution notes before closureMicrosoft 365 Accounts and AccessSupport Outlook, Teams, OneDrive, Office activation, shared mailboxes, distribution lists, and common Microsoft 365 user issuesEndpoint and Employee Lifecycle SupportPrepare, configure, test, and deploy laptops, desktops, all-in-one devices, monitors, phones, and approved accessoriesComplete 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 branchProcess approved transfer, role-change, and offboarding tasks, including access changes, asset return, mailbox or data ownership handover, and completion evidenceMaintain accurate asset assignment, stock, warranty, configuration, and return records in the approved inventory or ITSM systemApply approved endpoint standards, updates, security controls, and software configurations, and report exceptions promptlyConnectivity and Branch SupportTroubleshoot user-level LAN, Wi-Fi, internet, VPN, printer, and IP telephony connectivity issues using approved diagnostic stepsSupport branch and remote-site readiness by coordinating device delivery, workstation setup, local contacts, site access, vendors, and technical specialistsAssist with CCTV, access-control, meeting-room, display, and other site-technology incidents by performing first-line checks and routing specialist work correctlyRequired Technical KnowledgeWindows desktop administration and troubleshooting, with working knowledge of macOS supportMicrosoft 365 support, including Outlook, Teams, OneDrive, Office applications, Microsoft Entra ID or Azure Active Directory user administration, authentication, and group membershipPC, laptop, all-in-one device, monitor, docking station, printer, scanner, and peripheral installation and troubleshootingNetworking fundamentals, including TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, VPN, and internet linksITSM practices and ticket management, preferably using Freshservice or a comparable service-management platformRemote-support tools, and secure handling of company devicesCore Operating ActivitiesMonitor the Freshservice queue and assigned workload; respond to users; update pending and escalated tickets; complete endpoint and onboarding tasks; check priority alerts; specialist teams; record handovers and resolution notesReview aged, overdue, reopened, and recurring tickets; update knowledge articles; provide updates to the Group IT Support ManagerAs required: Support office moves, branch openings, planned changes, scheduled after-hours work, incident escalation, equipment shipment, site visits, audits, and business continuity activitiesRequirementsQualificationsBatchelor Degree in Computer Science or Information technology or any related majorExperience2 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 scheduledRequired Behaviors And CapabilitiesCommunicates clearly, professionally, and respectfully with technical and non-technical usersIs approachable, service-oriented, patient, and able to support users under pressureOrganizes and prioritizes competing incidents, service requests, onboarding tasks, site work, and deadlinesUses structured troubleshooting, records evidence, avoids unsupported assumptions, and knows when to escalateTakes ownership of follow-up and does not allow tickets to remain without an owner, next action, or meaningful updateWorks collaboratively with other IT teams and vendors while respecting access, security, change, and approval controls