IT Support Specialist

Etesalat Innovations; Saudi Arabia; On-site; SAR 42,000 - 70,000; Full time

Job summary

Etesalat Innovations is seeking a proactive IT Support Specialist to provide first- and second-line desktop support for employees across offices and remote sites. The role covers Windows/macOS devices, Microsoft 365 administration, and basic network troubleshooting.

You will log incidents, follow ITIL-aligned processes, and escalate complex issues to specialized teams. The ideal candidate has 2+ years in end-user support and strong communication skills in English.

Qualifications

• Diploma or bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.
• Minimum two years of End User/Desktop Support or Service Desk experience.
• Strong English communication; Arabic a plus; relevant certifications preferred.

Responsibilities

• Provide first- and second-level IT support for offices, branches, and remote workers.
• Diagnose and resolve hardware, software, and connectivity issues across Windows and macOS environments.
• Administer Microsoft 365, Outlook, Teams, OneDrive, and related apps; manage user accounts with AD/Intune.
• Log and track incidents in ITSM tool, adhere to SLAs, document steps and resolutions.
• Coordinate with Network/Security teams and vendors for escalations and problem management.

Skills

Windows environments

macOS/iOS/Android support

Microsoft 365

Active Directory

Intune/endpoint management

ITIL/ITSM

Education

Diploma or Bachelor's in IT/CS/Engineering

Tools

ServiceNow

SymphonyAI

BMC

Job description

We are seeking a proactive, customer-focused IT Support Specialist with at least two years of experience in desktop or end user support. The role provides first- and second-level technical assistance, resolves hardware, software, connectivity, and access issues, and maintains a reliable end-user computing environment. The successful candidate will deliver timely service, maintain accurate ticket records, and coordinate effectively with specialist support teams.

Key Responsibilities

1. End User and Desktop Support

• Provide first- and second-level technical support for employees at offices, branches, and remote locations.
• Diagnose and resolve incidents involving desktops, laptops, workstations, printers, scanners, and other peripherals.
• Install, configure, image, upgrade, and maintain Windows devices and approved business applications.
• Support Microsoft 365 applications, Outlook profiles, Teams, OneDrive, and common productivity tools.
• Provide remote support using approved remote-assistance tools and coordinate on-site visits when required.
• Support macOS, iOS, and Android devices within the organization’s supported environment.

2. Incident and Service Request Management

• Log, categorize, prioritize, update, and close incidents and service requests in the ITSM system.
• Work within agreed service-level targets and communicate progress clearly to users and stakeholders.
• Document symptoms, troubleshooting performed, evidence, resolution details, and user confirmation.
• Escalate unresolved or recurring issues to the appropriate Network, Security, Infrastructure, Application, or vendor team.
• Contribute to knowledge articles, standard operating procedures, and known-error documentation.

3. Hardware, Asset, and Lifecycle Support

• Perform device deployment, replacement, relocation, collection, and refresh activities.
• Validate and support approved RAM, SSD, docking station, monitor, and peripheral upgrades.
• Maintain accurate asset, inventory, assignment, and handover records.
• Coordinate warranty repairs, vendor support, secure data handling, and equipment disposal according to policy.
• Conduct basic device health checks and verify configuration before raising upgrade or replacement requests.

4. Network, Connectivity, and Collaboration Support

• Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and basic TCP/IP connectivity issues.
• Provide basic support for switching and routing-related connectivity and elevate infrastructure faults appropriately.
• Support IP phones, network printers, meeting-room equipment, and audio/video conferencing devices.
• Coordinate with Network and Information Security teams for access, endpoint, and connectivity requirements.

5. Identity, Access, and Endpoint Security

• Assist with Active Directory accounts, password resets, account lockouts, group membership, and access‑related issues within delegated authority.
• Support Microsoft 365 user administration and endpoint enrollment where assigned.
• Assist with BitLocker recovery, antivirus or endpoint‑protection alerts, security‑agent installation, and approved patching activities.
• Follow least‑privilege, data‑protection, and information‑security requirements and report suspected security incidents immediately.

Technical Knowledge and Skills

• Windows 10 and Windows 11 installation, configuration, troubleshooting, and recovery
• macOS and mobile‑device support fundamentals
• Microsoft 365 suite, Outlook, Teams, OneDrive, and related productivity applications
• Active Directory user and computer administration
• Microsoft Intune or other endpoint‑management platforms (preferred)
• Desktop and laptop hardware diagnosis, installation, maintenance, and upgrades
• Printers, scanners, docking stations, monitors, and peripheral support
• Basic network infrastructure and security concepts, including TCP/IP, DNS, DHCP, LAN, Wi‑Fi, and VPN
• Basic switching and routing concepts
• Remote support and endpoint diagnostic tools
• IT asset and inventory management
• ITSM/ticketing platforms such as SymphonyAI, ServiceNow, BMC, or equivalent
• Incident, service request, knowledge, and escalation processes; ITIL awareness is preferred

Required Qualifications

• Diploma or bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.
• Minimum two years of experience in End User Support, Desktop Support, Field Support, or Service Desk operations.
• Good written and verbal communication skills in English; Arabic is an advantage.
• Relevant certifications such as CompTIA A+, Microsoft, ITIL Foundation, or equivalent are preferred.

Core Competencies

• Strong customer‑service orientation with a professional and respectful approach.
• Analytical troubleshooting and structured problem‑solving skills.
• Ability to prioritize multiple incidents and service requests in a fast‑paced environment.
• Clear communication, accurate documentation, and effective stakeholder coordination.
• Ability to work independently and collaboratively with cross-functional teams.
• Ownership, reliability, adaptability, and willingness to learn new technologies.
• Ability to support VIP, executive, and business‑critical users with discretion and urgency.

Mobility and Work Flexibility

• Willing to relocate to another company location based on business and operational requirements.
• Willing to travel to remote sites, airports, branches, and project locations across the Kingdom when required.
• Available to work rotational morning, evening, and night shifts, including weekends and public holidays, according to the approved schedule.
• Able to provide on‑site support during critical incidents, planned deployments, infrastructure activities, and 24/7 operational coverage when assigned.
• A valid driving licence and ability to travel independently are preferred.

Performance Expectations

• Deliver accurate, timely, and user‑focused technical support.
• Meet assigned SLA, quality, documentation, attendance, and shift‑adherence requirements.
• Maintain complete and accurate ticket and asset records.
• Follow organizational policies, safety requirements, change controls, and information‑security procedures.
• Identify recurring issues and recommend practical service improvements.

Note:

Responsibilities may be adjusted based on operational requirements, supported locations, technology standards, and approved organizational policies.