ITIL-Driven ITSM & Network Support Specialist

TotalTECH Corporation; Jeddah; On-site; SAR 60,000 - 120,000; Full time

Job summary

TotalTECH Corporation in Jeddah is seeking an ITSM & ITIL‑savvy Support Analyst to manage service requests and incidents in a large-scale IT environment. You will coordinate with technical teams, ensure SLA compliance, and provide end-user support with regular updates.

Bachelor’s degree and ITIL certification are required, with 1+ year of ITSM experience. You will handle router configurations, wireless security, asset records, licensing compliance, and SLA reporting.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• ITIL Certification required.
• 1+ year of ITSM in a large IT environment.
• Experience with ITIL and ITSM best practices.
• Experience with change management and CAB support.
• Knowledge of wireless networking and security protocols.
• Strong documentation and Excel skills.
• Good communication and stakeholder management.

Responsibilities

• Manage service requests and incidents through the ITSM tool with SLA adherence.
• Coordinate with technical teams for incident resolution.
• Maintain ticket documentation, updates, and closure.
• Provide end-user support and regular updates.
• Provide urgent support for router configuration and critical incidents.
• Support monthly/quarterly review sessions and site visits.
• Participate in on-call rotation for critical issues.
• Configure and maintain wireless security protocols (WPA2/WPA3, SSID, MAC filtering).
• Maintain IT asset, warranty, service contracts, and support records.
• Monitor software usage and licensing compliance.
• Prepare service performance and SLA reports.
• Maintain up-to-date technical and operational documentation.

Skills

ITIL knowledge

ITSM experience

Documentation skills

Stakeholder management

Communication skills

Education

Bachelor's degree in IT/Technology/CS

Tools

ITSM tools

Microsoft Excel

Job description

TotalTECH Corporation in Jeddah is seeking an ITSM & ITIL‑savvy Support Analyst to manage service requests and incidents in a large-scale IT environment. You will coordinate with technical teams, ensure SLA compliance, and provide end-user support with regular updates.

Bachelor’s degree and ITIL certification are required, with 1+ year of ITSM experience. You will handle router configurations, wireless security, asset records, licensing compliance, and SLA reporting.