IT Support Specialist/Engineer

SGS; Jeddah; On-site; SAR 60,000 - 90,000; Full time

Job summary

SGS is seeking an IT Support Specialist to provide day-to-day technical support for the company’s IT environment. The role covers onsite and remote support, troubleshooting, and user onboarding, with emphasis on ensuring secure operations and effective IT service delivery.

Responsibilities include managing Microsoft 365, AD/AAD, VPN, and basic network components, while maintaining documentation and guiding end users on IT best practices.

Qualifications

• A Bachelor's degree in CS/IT or related field preferred.
• Relevant IT certifications are an advantage (CompTIA, CCNA, ITIL, Azure).
• 2–3+ years in IT support, helpdesk, or desktop support.

Responsibilities

• Provide day-to-day IT support via tickets, phone, email, and in-person.
• Troubleshoot hardware, software, OS, and network issues including VPN and printers.
• Deploy, configure, and maintain computers, devices, software, and access for new hires.

Skills

Windows OS

Microsoft 365

AD / Azure AD

Networking basics

Troubleshooting

Customer service

IT helpdesk

Education

Bachelor's degree in Computer Science / Information Technology

Tools

Active Directory

Microsoft 365 Admin

VPN

Windows Server

Ticketing systems

Job description

We are SGS - the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

We are looking for an IT Support Specialist / IT Support Engineer to provide day-to-day technical support and ensure the smooth, secure, and reliable operation of the company's IT environment. The role will support employees both onsite and remotely, troubleshoot technical issues, maintain IT systems and equipment, and assist with user onboarding and access management. This is an onsite role and is suitable for someone who enjoys troubleshooting, working directly with users, and solving IT problems.

• Provide timely IT support through tickets, phone, email, and in-person assistance.
• Troubleshoot and resolve hardware, software, operating system, application, printer, network, and VPN issues.
• Install, configure, update, and maintain computers, mobile devices, peripherals, and other IT equipment.
• Set up IT equipment, user accounts, software, and access for new employees and existing users.
• Manage and support Microsoft 365, Windows, Active Directory (AD/AAD), and user access.
• Monitor and support basic network, server, wireless, firewall, and VPN infrastructure.
• Maintain IT security by managing patches, access controls, malware protection, and security policies.
• Maintain accurate support tickets, technical documentation, knowledge-base articles, and IT records.
• Guide and train employees on the proper use of IT systems, software, hardware, and internal IT procedures.
• Escalate complex technical issues to senior IT teams or external vendors and follow through until resolution.
• Support the evaluation and implementation of new IT technologies and equipment based on business needs, performance, and cost.
• Identify opportunities to use AI tools and digitalization to improve IT support and business processes.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Relevant certifications are an advantage, such as: CompTIA A+, CompTIA Network+, CCNA, Microsoft 365 Fundamentals, ITIL, Relevant Microsoft/Azure or cybersecurity certifications.
• 2-3+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, System Support, or a similar role.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Practical experience with Active Directory / Azure Active Directory (AD/AAD) and user access management.
• Good understanding of networking fundamentals, including TCP/IP, VPN, Wi-Fi/wireless networks, firewalls, Layer 2 switches, and SD-WAN.
• Working knowledge of Windows Server and basic server support.
• Experience using remote support tools and IT ticketing systems.
• Good troubleshooting and problem-solving skills.
• Ability to explain technical issues clearly to non-technical users.
• Strong customer service, communication, organization, and time-management skills.
• Ability to manage multiple support requests and prioritize issues based on urgency.

Additional Information

Good to Have

• Knowledge of Microsoft Azure / cloud technologies.
• Basic experience with SQL/database administration.
• Knowledge of cybersecurity and ISMS standards.
• Experience using AI tools and supporting digitalization initiatives.
• Experience creating IT documentation and knowledge-base resources.