IT Specialist (Saudi Nationals only)

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

The IT Specialist (Level 1 Support) is responsible for providing first-line technical support across multiple technology domains, including cloud services, on-premises infrastructure, and end-user devices. This role ensures timely response to incidents, service requests, and onsite support needs. The IT Specialist will serve as the first point of contact for users, troubleshooting issues, escalating complex problems, and assisting with routine maintenance and support tasks. The position requires flexibility, strong communication skills, and the ability to handle a wide range of technologies in both remote and onsite environments.

Key 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.

Qualifications:

Education: Diploma or bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

Experience: 1–2 years of experience in IT support or helpdesk roles preferred.

Nationality: Saudi

Technical Skills:

• Basic knowledge of operating systems (Windows, macOS, Linux).
• Familiarity with cloud platforms (Microsoft 365, Azure, or equivalent).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Hands-on experience with common IT hardware (laptops, desktops, printers, peripherals).

Soft Skills:

• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Customer service orientation with a focus on user satisfaction.
• Ability to prioritize tasks and manage time effectively.

Certifications (preferred but not required): CompTIA A+, Microsoft Certified: Azure Fundamentals, ITIL Foundation, or equivalent entry-level IT certifications.