IT Support Specialist

Secure Maximum Company; Riyadh; On-site; SAR 89,000 - 156,000; Full time

Job summary

Secure Maximum Company is seeking an IT-focused Technical End-User Support specialist to assist employees across offices and remote sites. You will diagnose hardware and software issues, troubleshoot Windows 10/11 and Microsoft 365, and manage access in AD/Entra ID.

The role requires ITIL-aware service delivery and strong customer service, with both remote and on-site support. You will handle incident and service requests via ITSM tools, support security-conscious operations, and contribute to

Qualifications

• Bachelor's degree or diploma in IT or related field.
• 2–4 years of experience in IT support, Service Desk, Desktop Support, or End-User Computing.
• Good knowledge of Windows 10/11 and Microsoft 365.
• Working knowledge of Active Directory and Microsoft Entra ID.
• Basic understanding of TCP/IP, DNS, DHCP, VLAN, Wi‑Fi, and VPN.
• Experience with ITSM/ticketing systems such as ServiceNow, ManageEngine, or equivalent.
• Understanding of ITIL principles and IT service management practices.
• Good understanding of endpoint security and cybersecurity fundamentals.
• ITIL Foundation, Microsoft, CompTIA A+, or similar certifications are advantageous.

Responsibilities

• Provide Level 1 and Level 2 technical support to employees across offices and remote locations.
• Diagnose and resolve issues related to laptops, desktops, printers, mobile devices, docking stations, and other peripherals.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, OneDrive, VPN, Wi‑Fi, and general network connectivity issues.
• Install, configure, maintain, and troubleshoot approved hardware and software.
• Provide remote and onsite technical support as required.
• Support meeting rooms, video conferencing, and collaboration technologies.

Skills

Windows troubleshooting

Microsoft 365

Active Directory / Entra ID

ITSM / Service Desk

End-user support

Customer service

Documentation

Networking basics (VPN, Wi-Fi)

Education

Bachelor's degree or diploma in IT/CS/IS

Tools

ServiceNow

ManageEngine

Job description

Technical End-User Support

• Provide Level 1 and Level 2 technical support to employees across offices and remote locations
• Diagnose and resolve issues related to laptops, desktops, printers, mobile devices, docking stations, and other peripherals
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, OneDrive, VPN, Wi‑Fi, and general network connectivity issues
• Install, configure, maintain, and troubleshoot approved hardware and software
• Provide remote and onsite technical support as required
• Support meeting rooms, video conferencing, and collaboration technologies

Incident Service Request Management

• Receive, record, categorize, prioritize, and resolve incidents and service requests through the ITSM platform
• Manage assigned tickets end-to-end and ensure proper resolution before closure
• Meet agreed SLA targets for response and resolution
• Escalate complex issues to Systems, Network, Cybersecurity, Applications or external vendors when required
• Follow up on escalated incidents until full service restoration
• Identify recurring incidents and contribute to root-cause analysis and permanent solutions
• Maintain accurate troubleshooting and resolution information within each ticket

User Access Support

• Support user accounts within Active Directory and Microsoft Entra ID
• Perform password resets, account unlocks, group membership changes and approved access requests
• Support Multi-Factor Authentication MFA and user authentication issues
• Ensure all access activities follow approved security and authorization procedures
• Support IT onboarding transfer and offboarding activities

IT Asset Device Management

• Prepare and configure laptops and other IT equipment for new employees
• Manage device assignment, replacement, return and retirement
• Maintain accurate IT asset and inventory records
• Coordinate warranty repairs and equipment replacement with vendors
• Support secure IT asset disposal processes in accordance with company policies

Security Compliance

• Ensure endpoints comply with organizational security standards
• Support endpoint protection, patching, device encryption and approved software requirements
• Identify and elevate suspected phishing, malware, unauthorized access or other security incidents
• Follow cybersecurity information security and IT governance policies
• Support internal and external audit requirements related to end-user IT services

Documentation Continuous Improvement

• Create and maintain technical documentation, troubleshooting guides, standard operating procedures (SOPs) and knowledge-base articles
• Identify opportunities to automate repetitive support activities and improve service efficiency
• Analyze recurring support issues and recommend preventive actions
• Contribute to improvements in user experience and IT service quality

Bachelor's degree or diploma in Information Technology, Computer Science, Information Systems, or a related discipline.2–4 years of experience in IT support, Service Desk, Desktop Support, or End-User Computing.Good knowledge of Windows 10/11 and Microsoft 365.Working knowledge of Active Directory and Microsoft Entra ID.Basic understanding of TCP/IP, DNS, DHCP, VLAN, Wi‑Fi, and VPN.Experience with ITSM/ticketing systems such as ServiceNow, ManageEngine, or equivalent.Understanding of ITIL principles and IT service management practices.Good understanding of endpoint security and cybersecurity fundamentals.ITIL Foundation, Microsoft, CompTIA A+, or similar certifications are advantageous.Key CompetenciesStrong troubleshooting and analytical skills.Customer-service orientation.End-to-end ownership and accountability.Effective communication and interpersonal skills.Ability to prioritize incidents based on business impact and urgency.Strong documentation and attention to detail.Ability to work effectively with Infrastructure, Network, Cybersecurity, Applications, and business teams.Ability to work under pressure during critical incidents.

Continuous-improvement mindset.