Senior Technical Specialist

Confidential Government; Riyadh; On-site; SAR 60,000 - 120,000; Full time

Job summary

Confidential Government is seeking an experienced IT support professional to provide Level1 technical assistance to internal and external users in Riyadh. You will diagnose issues across devices, operating systems, and applications, log incidents, and escalate when needed while ensuring adherence to security policies.

The role requires strong experience with ticketing systems, customer service, and remote troubleshooting.

Qualifications

• A Diploma degree in Information Technology or related field.
• Minimum of 8 years of experience in a relevant field.

Responsibilities

• Provide Level1 technical support to internal and external customers.
• Receive, log, and track incidents and service requests through approved channels.
• Support meeting rooms, video conferencing systems, and related devices; diagnose faults.
• Diagnose device-, OS-, and application-related issues and resolve per procedures.
• Escalate unresolved incidents to specialized teams with details for timely resolution.
• Prepare user devices, install approved OS/software, and test readiness.
• Provide remote support following security policies and coordinate with parties.
• Monitor SLA compliance, response times, and escalation procedures.
• Close tickets after confirming resolution and notify beneficiaries.
• Coordinate with external service providers for service quality notes.

Skills

Technical support

Troubleshooting

Customer service

Education

Diploma in Information Technology

Tools

Ticketing system

Job description

• Participates in providing technical support activities for internal and external customers.
• Receives and logs incident reports and service requests received through approved channels, documenting request details and actions taken, and updating the ticket status until closure.
• Provides technical support for meeting rooms, video conferencing systems, conferences, and related devices; diagnoses faults and coordinates with the relevant authorities when needed.
• Participates in delivering Level1 technical support to users by diagnosing device-, operating system-, application-, and technical service-related issues, and resolving them according to the approved procedures.
• Participates in executing troubleshooting and fault-fixing procedures, including checking hardware and software, running connectivity and service tests, resetting passwords, and determining the appropriate solution.
• Escalates incidents and problems that cannot be resolved or are outside his/her scope of authority to specialized support teams, providing the necessary information and diagnostics and following up until resolution.
• Participates in preparing user devices and their accessories; installs approved operating systems and software and performs the required tests to ensure readiness.
• Provides remote technical support to users according to the approved security policies and procedures, coordinating with relevant parties when necessary.
• Monitors incidents and service requests to ensure compliance with SLA agreements, priorities, response times, and approved escalation procedures.
• Verifies that incidents are resolved and services restored; communicates with the beneficiary according to the approved procedures before closing the ticket.
• Participates in following up on technical support services provided by external service providers when needed, and raises notes/issues related to service quality.
• Participates in performing device reformatting and preparation for reuse or delivery, and contributes to decommissioning and disposal procedures in coordination with the asset management authority.
• Participates in preparing and installing telephone devices and assigning numbers to users according to the approved procedures and permissions.
• Monitors and collects user observations and suggestions, documents them, and forwards them to the relevant teams to improve services and enhance the beneficiary experience.
• Applies the approved cybersecurity policies and controls during technical support services, and escalates security cases and observations to the relevant authorities.
• Compliance with the policies, procedures, and approved work controls and behaviors of the organization and the organizational unit.
• Performs any other related tasks within the nature of the job that may be assigned by the direct manager.

Qualification

• A Diploma degree in Information Technology or any related field.

Required Experience

• Minimum of 8 years of experience in a relevant field.