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

" The Job Description"

1. Manage service requests and incidents through the ITSM tool, ensuring SLA compliance.
2. Coordinate with technical teams to ensure timely incident resolution.
3. Maintain accurate ticket documentation, updates, and closure.
4. Provide end-user support, regular updates, and guidance.
5. Provide urgent support for router configuration and critical incidents.
6. Support scheduled monthly and quarterly review sessions and conduct site visits when required.
7. Participate in an on-call rotation to support critical and urgent issues.
8. Configure and maintain wireless security protocols, including WPA2, WPA3, SSID, and MAC filtering.
9. Maintain accurate IT asset, warranty, service contract, and support agreement records.
10. Monitor software utilization and support compliance with licensing requirements.
11. Prepare regular service performance and SLA reports.
12. Maintain up-to-date technical and operational documentation.

Requirements

• 1+ year of experience in a large-scale IT environment.
• Practical knowledge of ITIL and ITSM best practices.
• Hands-on experience with ITSM tools.
• Knowledge of Change Management, CAB support, and process improvement.
• Good understanding of wireless networking and security protocols.
• Strong documentation and Microsoft Excel skills.
• Bachelor's degree, preferably in IT, Technology, Computer Science, or a related field.
• ITIL Certification is required.
• Good communication and stakeholder management skills.

Tagged as: IT, itil, itsm., ssid, wpa2, wpa3.