First-Line IT Support Pro: Cloud & Onsite

eSense; Riyadh; On-site; SAR 66,960 - 100,440; Full time

Job summary

eSense is seeking an IT Specialist (Level 1 Support) to deliver first-line technical assistance across cloud services, on‑premises infrastructure, and end-user devices. You will troubleshoot, document resolutions, and escalate complex issues as needed.

Responsibilities include on-site support, basic cloud and network troubleshooting, and teamwork with IT colleagues. A diploma/bachelor in IT or related field plus 1–2 years' experience is expected.

Qualifications

• Diploma or bachelor’s degree in IT or related field.
• 1–2 years IT support or helpdesk experience preferred.
• Saudi nationality.
• Basic knowledge of Windows, macOS, Linux.
• Familiarity with cloud platforms (Microsoft 365, Azure).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Hands-on experience with IT hardware (laptops, desktops, printers).
• Good communication skills, and customer service orientation.

Responsibilities

• Act as the initial point of contact for users seeking IT support via phone, email, or ticketing systems.
• Diagnose and resolve hardware, software, network, and cloud-related issues at the Level 1 support tier.
• Escalate complex incidents and service requests to higher-level support teams when necessary.
• Provide onsite support for end-user devices, printers, peripherals, and network connectivity.
• Support cloud environments (such as Microsoft 365, Azure, or other platforms) by assisting users with account access, configuration, and basic troubleshooting.
• Maintain accurate documentation of issues, troubleshooting steps, and resolutions in the IT service management system.
• Assist in routine maintenance tasks such as patching, updates, backups, and system checks.
• Collaborate with cross-functional IT teams to ensure timely delivery of services and support.
• Participate in ongoing training and knowledge-sharing to remain updated on emerging IT technologies and support practices.
• Promote best practices in IT security and compliance during all support activities.

Skills

Strong problem-solving

Excellent communication

Customer service orientation

Time management

Operating systems basics

Cloud platforms familiarity

Networking fundamentals

Hardware familiarity

Education

Diploma or Bachelor's in Information Technology / Computer Science

Tools

Microsoft 365

Azure

Ticketing systems

Job description

eSense is seeking an IT Specialist (Level 1 Support) to deliver first-line technical assistance across cloud services, on‑premises infrastructure, and end-user devices. You will troubleshoot, document resolutions, and escalate complex issues as needed.

Responsibilities include on-site support, basic cloud and network troubleshooting, and teamwork with IT colleagues. A diploma/bachelor in IT or related field plus 1–2 years' experience is expected.