IT Second Level Support Senior Specialist

nahdi medical co.; Saudi Arabia; On-site; SAR 180,000 - 270,000; Full time

Job summary

Nahdi Medical Co. seeks an experienced IT Support Specialist to provide advanced technical support for complex issues escalated from Level 1, focusing on retail systems in a fast-paced environment.

You will develop deep technical expertise, collaborate with Level 1 and applications teams, support process improvements, participate in IT projects, and help maintain an advanced knowledge base.

Proficiency in English and Arabic is required, with ITIL background and relevant certifications desirable.

Qualifications

• 3+ years of IT support experience, focusing on retail systems.
• ITIL and service management background.
• Advanced certifications such as MCSE, CompTIA A+, Network+, Security+, or similar.

Responsibilities

• Investigate and resolve complex issues escalated from Level 1 support to meet SLAs.
• Develop deep technical expertise in applications, technologies and systems.
• Collaborate with Level 1 Support, providing guidance on complex issues.
• Support process improvements with department head and applications team.
• Participate in IT projects testing and piloting phases.
• Handle vendor coordination with external and internal third-level support.
• Generate reports on incident trends and root causes; maintain knowledge base.
• Collaborate with applications team for escalations and timely resolutions.
• Train Level 1 staff to handle frequent tickets and issues.

Skills

ITIL

Project management

SQL

DBA

Certifications

English

Arabic

Education

BSc in IT

Tools

MCSE

CompTIA A+

Network+

Security+

Job description

Job Description

Provide advanced technical support and problem resolution for complex issues that are not resolved by the first line of support call center specialists.

Job Description

Provide advanced technical support and problem resolution for complex issues that are not resolved by the first line of support call center specialists.

Accountabilities

• Investigate and resolve complex technical issues escalated from Level 1 support to ensure they are resolved within the set SLAs.
• Develop deep technical expertise in specific applications, technologies and systems to be able to resolve issues rising from them without the need to refer to the applications team to increase their efficiency and focus.
• Collaboration with Level 1 Support, through updating level 1 support with tickets resolution status and steps followed through working closely with Level 1 support to provide guidance on complex issues.
• Support processes improvements to enhance efficiency and effectiveness through working aside to department head, and continuously ensuring moderating between rising issues from level 1 support and finding root cause solutions with the applications department to end them.
• Participate in IT projects testing and piloting phase, bringing technical expertise and insights.
• Handle vendor Coordination and liaise with external and internal third level of support for advanced support and problem resolution.
• Generate reports on incident trends and root cause analyses to reduce repeated issue and contribute to and maintain an advanced internal knowledge base for IT support team reference.
• Collaborate with the applications department team for cases that need further escalation or support to get things resolved on time.
• Train and share technical knowledge and experience with level one support team to build their acumen on frequent tickets and issues.

Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.

Work Environment

• Indoors: 100%
• Outdoors: 0%
• Working Days: 5 Working Days
• Days off: 2 Days Off
• Working Hours: 9:00 AM - 6:00 PM (1 hour break)

Job Requirement

Education

• BSc in IT preferably in Computer Science

Experience & Skills

• 3+ years of Experience in IT support, with a focus on retail systems.
• Working knowledge of best practices in information technology management.
• Experience in project management methodologies.
• ITIL and service management background.
• Preferred to have advanced certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Solutions Expert (MCSE), or similar. SQL skills, DBA skills.

Languages

• English
• Arabic