IT Help Desk Pro — L1 Support & Remote Troubleshooting

Axs Sa; Medina; On-site; SAR 67,000 - 112,000; Full time

Job summary

Axs Sa is seeking a motivated Help Desk Specialist in Medina to deliver first-line IT support and maintain high service quality. You will troubleshoot issues across hardware, software, and networks, support Windows 10/11, Microsoft 365, Outlook, and Teams, and manage user accounts in Active Directory.

Responsibilities include incident logging, ITSM ticketing, asset deployment, and ensuring SLA targets are met while collaborating with technical teams for service continuity and customer

Qualifications

• Experience delivering first-line IT support.
• Familiarity with incident logging and ticketing processes.
• Understanding of basic IT concepts (hardware, OS, networks).

Responsibilities

• Provide Level 1 (L1) technical support via phone, email, remote sessions, and on-site assistance.
• Troubleshoot hardware, software, operating system, network connectivity, and peripheral issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Support Windows 10/11, Microsoft 365, Outlook, and Microsoft Teams.
• Perform basic Active Directory administration, including user account management, password resets, and access permissions.
• Log, categorize, prioritize, track, and resolve incidents and service requests using ITSM tools.
• Monitor tickets to ensure timely resolution in accordance with agreed SLAs and escalations.
• Assist with IT asset inventory, equipment deployment, and software installation.
• Troubleshoot basic LAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues.
• Maintain technical documentation, troubleshooting procedures, and knowledge base articles.
• Follow IT security policies, operational procedures, and ITIL best practices.
• Coordinate with technical teams to ensure service continuity and customer satisfaction.

Skills

L1 support

Customer service

Windows 10/11

Microsoft 365

Active Directory

ITIL

ITSM tools

Network basics

Tools

ITSM software

Remote support tools

Job description

Axs Sa is seeking a motivated Help Desk Specialist in Medina to deliver first-line IT support and maintain high service quality. You will troubleshoot issues across hardware, software, and networks, support Windows 10/11, Microsoft 365, Outlook, and Teams, and manage user accounts in Active Directory.

Responsibilities include incident logging, ITSM ticketing, asset deployment, and ensuring SLA targets are met while collaborating with technical teams for service continuity and customer