Senior IT Support Specialist

Ninja; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

An IT service provider in Riyadh is seeking a Helpdesk Support Specialist to provide daily support and manage user accounts. The role requires strong technical troubleshooting skills and a commitment to delivering exceptional service. Candidates should have a BS degree in IT or a related field and ITIL Certification, with experience in OS configuration, and ticket resolution. This position offers an opportunity to work closely with all business functions to implement IT solutions.

Responsibilities

• Provide day to day Helpdesk support.
• Create and manage user accounts, emails, and permissions.
• Perform OS configuration, device setup, and installation.
• Resolve daily IT support tickets within SLA timelines.
• Document all incidents for data reporting.

Skills

Technical Support Expertise

Networking Skills

Project Management

Communication Skills

Customer Service Orientation

Education

BS degree in Information Technology, Computer Science, or similar

ITIL Certification

MS 365 Administration

Google Workspace Administration

Azure Fundamentals (AZ-900)

Job description

Provide day to day Helpdesk support

• Create and manage user accounts, emails, system access, and permissions.
• Perform OS configuration, device setup, and system installation.
• Support CCTV system access and monitoring.
• Resolve daily IT support tickets within SLA timelines.
• Ensure user satisfaction through clear communication and timely resolution.

Document all support incidents for data reporting purposes

• Log all incidents and service requests with accurate details.
• Maintain updated IT asset documentation and device inventory.
• Prepare weekly/monthly reports on incident trends and system performance.
• Support audit and compliance documentation.

Analyze, troubleshoot and resolve reported issues (software, hardware and processes) using a logical and systematic approach

• Analyze and resolve complex hardware, software, and system issues.
• Conduct root-cause analysis for recurring incidents.
• Provide technical guidance and escalation support to IT Support Team.
• Deliver training sessions to enhance team capabilities.
• Monitor system performance to proactively identify issues.

Manage external support vendor and resources.

Work with all business functions to identify and implement IT solutions

Skills

• Technical Support Expertise: In-depth knowledge of troubleshooting hardware and software issues, ensuring quick resolution to maintain business continuity.
• Networking Skills: Proficiency in managing and configuring network devices, ensuring robust connectivity and security across the organization.
• Project Management: Ability to lead IT projects, ensuring timely delivery and alignment with business objectives.
• Communication Skills: Strong verbal and written communication skills to effectively interact with team members and stakeholders.
• Customer Service Orientation: A commitment to providing exceptional support and service to both internal staff and external customers.

Education and Certification Minimum Requirements

• BS degree in Information Technology, Computer Science, or similar.
• ITIL Certification (required).
• MS 365 Administration (preferred).
• Google Workspace Administration (preferred).
• Azure Fundamentals (AZ-900) (preferred).