IT Incident & Resolution Specialist - Remote-Friendly

Smart Technology Solutions; Al Khobar; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading IT service provider in Al Khobar is seeking a skilled IT support specialist to perform advanced troubleshooting and manage incidents within defined SLA targets. The candidate should possess strong analytical and documentation skills, alongside proficiency in ITIL processes. Responsibilities include diagnosing complex issues, supporting IT infrastructure, and communicating effectively with customers. The role offers flexible work options, a supportive environment, and continuous professional growth opportunities.

Benefits

Flexible work options

Continuous feedback and coaching

Collaborative environment

Dedicated Focus Rooms

Qualifications

• Ability to work under pressure and manage priorities.
• Knowledge of ITIL processes (Incident, Problem, Change).

Responsibilities

• Perform advanced troubleshooting to identify root causes of recurring or complex issues.
• Restore services within defined SLA targets.
• Document root causes, fixes, and preventive actions.
• Support Problem Management by identifying trends and recurring incidents.

Skills

Strong troubleshooting and analytical skills

High understanding of IT infrastructure and cloud services

Clear documentation and communication skills

Education

ITIL® 4 Foundation

CompTIA Network+

CompTIA A+

Microsoft Certified: Endpoint Administrator Associate (MD-102)

Microsoft Certified: Azure Administrator Associate (AZ-104)

Microsoft 365 Certified: Administrator Expert

Tools

Microsoft 365

Active Directory

Intune

Network connectivity tools

Job description

A leading IT service provider in Al Khobar is seeking a skilled IT support specialist to perform advanced troubleshooting and manage incidents within defined SLA targets. The candidate should possess strong analytical and documentation skills, alongside proficiency in ITIL processes. Responsibilities include diagnosing complex issues, supporting IT infrastructure, and communicating effectively with customers. The role offers flexible work options, a supportive environment, and continuous professional growth opportunities.