Senior Technical Specialist

Confidential Government; Saudi Arabia; On-site; SAR 120,000 - 180,000; Full time

Job summary

Confidential Government in Saudi Arabia seeks an experienced IT support professional to deliver Level1 technical assistance to users. You will log and manage incidents, provide device and meeting room support, and escalate issues to specialized teams as required.

The role requires a Diploma in Information Technology and at least 8 years of relevant experience, with strong problem-solving and communication skills. On-site position with standard business hours and adherence to security procedures.

Qualifications

• Diploma degree in Information Technology or a related field.

Responsibilities

• Provides Level1 technical support to internal and external customers.
• Logs incident reports and service requests, updates ticket status until closure.
• Supports meeting rooms, video conferencing and related devices; coordinates with authorities as needed.
• Diagnoses device-, OS-, application-, and technical service-related issues per approved procedures.
• Performs troubleshooting and fault-fixing, checks hardware/software, runs tests, and resets passwords.
• Escalates unresolved incidents to specialized teams with required information for follow-up.
• Prepares user devices and accessories, installs approved OS and software, tests readiness.
• Offers remote support following security policies; coordinates with relevant parties.
• Monitors SLA compliance, response times, and escalation procedures.
• Confirms resolution and notifies beneficiaries before closing tickets.
• Monitors external service providers and notes service quality issues.
• Performs device reformatting and prepares for reuse or disposal with asset management.
• Sets up telephone devices and assigns numbers per approved procedures.
• Gathers user feedback and forwards observations to relevant teams to improve services.
• Applies cybersecurity policies during support and escalates security issues as needed.
• Adheres to organizational policies and work controls and performs other duties as assigned.

Education

Diploma degree in Information Technology

Job description

Job Responsibilities

• 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.