IT Support Specialist

Position SummaryWe are seeking a proactive, customer-focused IT Support Specialist with at least two years of experience in desktop or end user support. The role provides first- and second-level technical assistance, resolves hardware, software, connectivity, and access issues, and maintains a reliable end-user computing environment. The successful candidate will deliver timely service, maintain accurate ticket records, and coordinate effectively with specialist support teams.Key Responsibilities1. End User and Desktop Support· Provide first- and second-level technical support for employees at offices, branches, and remote locations.· Diagnose and resolve incidents involving desktops, laptops, workstations, printers, scanners, and other peripherals.· Install, configure, image, upgrade, and maintain Windows devices and approved business applications.· Support Microsoft 365 applications, Outlook profiles, Teams, OneDrive, and common productivity tools.· Provide remote support using approved remote-assistance tools and coordinate on-site visits when required.· Support macOS, iOS, and Android devices within the organization’s supported environment.2. Incident and Service Request Management· Log, categorize, prioritize, update, and close incidents and service requests in the ITSM system.· Work within agreed service-level targets and communicate progress clearly to users and stakeholders.· Document symptoms, troubleshooting performed, evidence, resolution details, and user confirmation.· Escalate unresolved or recurring issues to the appropriate Network, Security, Infrastructure, Application, or vendor team.· Contribute to knowledge articles, standard operating procedures, and known-error documentation.3. Hardware, Asset, and Lifecycle Support· Perform device deployment, replacement, relocation, collection, and refresh activities.· Validate and support approved RAM, SSD, docking station, monitor, and peripheral upgrades.· Maintain accurate asset, inventory, assignment, and handover records.· Coordinate warranty repairs, vendor support, secure data handling, and equipment disposal according to policy.· Conduct basic device health checks and verify configuration before raising upgrade or replacement requests.4. Network, Connectivity, and Collaboration Support· Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and basic TCP/IP connectivity issues.· Provide basic support for switching and routing-related connectivity and escalate infrastructure faults appropriately.· Support IP phones, network printers, meeting-room equipment, and audio/video conferencing devices.· Coordinate with Network and Information Security teams for access, endpoint, and connectivity requirements.5. Identity, Access, and Endpoint Security· Assist with Active Directory accounts, password resets, account lockouts, group membership, and access-related issues within delegated authority.· Support Microsoft 365 user administration and endpoint enrollment where assigned.· Assist with BitLocker recovery, antivirus or endpoint-protection alerts, security-agent installation, and approved patching activities.· Follow least-privilege, data-protection, and information-security requirements and report suspected security incidents immediately.Technical Knowledge and Skills· Windows 10 and Windows 11 installation, configuration, troubleshooting, and recovery· macOS and mobile-device support fundamentals· Microsoft 365 suite, Outlook, Teams, OneDrive, and related productivity applications· Active Directory user and computer administration· Microsoft Intune or other endpoint-management platforms (preferred)· Desktop and laptop hardware diagnosis, installation, maintenance, and upgrades· Printers, scanners, docking stations, monitors, and peripheral support· Basic network infrastructure and security concepts, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN· Basic switching and routing concepts· Remote support and endpoint diagnostic tools· IT asset and inventory management· ITSM/ticketing platforms such as SymphonyAI, ServiceNow, BMC, or equivalent· Incident, service request, knowledge, and escalation processes; ITIL awareness is preferredRequired Qualifications· Diploma or bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.· Minimum two years of experience in End User Support, Desktop Support, Field Support, or Service Desk operations.· Good written and verbal communication skills in English; Arabic is an advantage.· Relevant certifications such as CompTIA A+, Microsoft, ITIL Foundation, or equivalent are preferred.Core Competencies· Strong customer-service orientation with a professional and respectful approach.· Analytical troubleshooting and structured problem-solving skills.· Ability to prioritize multiple incidents and service requests in a fast-paced environment.· Clear communication, accurate documentation, and effective stakeholder coordination.· Ability to work independently and collaboratively with cross-functional teams.· Ownership, reliability, adaptability, and willingness to learn new technologies.· Ability to support VIP, executive, and business-critical users with discretion and urgency.Mobility and Work Flexibility· Willing to relocate to another company location based on business and operational requirements.· Willing to travel to remote sites, airports, branches, and project locations across the Kingdom when required.· Available to work rotational morning, evening, and night shifts, including weekends and public holidays, according to the approved schedule.· Able to provide on-site support during critical incidents, planned deployments, infrastructure activities, and 24/7 operational coverage when assigned.· A valid driving licence and ability to travel independently are preferred.Performance Expectations· Deliver accurate, timely, and user-focused technical support.· Meet assigned SLA, quality, documentation, attendance, and shift-adherence requirements.· Maintain complete and accurate ticket and asset records.· Follow organizational policies, safety requirements, change controls, and information-security procedures.· Identify recurring issues and recommend practical service improvements.Note: Responsibilities may be adjusted based on operational requirements, supported locations, technology standards, and approved organizational policies.