Servicenow Specialist

TotalTECH Corporation; Riyadh; On-site; SAR 134,000 - 201,000; Full time

Job summary

TotalTECH Corporation in Riyadh is seeking an experienced IT Support professional to provide technical assistance to senior executives and enterprise users. You will handle first- and second-line support across desktops, networks, and end-user computing environments.

The role requires strong knowledge of ServiceNow and IT ticketing systems, with experience supporting Microsoft 365, Teams Rooms, and Cisco VC technologies.

Qualifications

• Arabic-speaking candidate.
• Valid Saudi Arabia iqama.
• Minimum 3 years of experience in high-volume, customer-facing IT support.

Responsibilities

• Provide technical support to enterprise users, including senior executives and VIP users.
• Deliver first- and second-line IT support across desktop, systems, networks, and end-user computing environments.
• Diagnose and resolve hardware, software, OS, applications, printing, and network-related issues.
• Support Microsoft 365, Microsoft Teams Rooms, and Cisco VideoConferencing technologies.
• Manage and resolve incidents using ITSM platforms, particularly ServiceNow.
• Support end-user devices including desktops, laptops, mobile devices, and peripherals.
• Perform Mobile Device Management activities and troubleshoot mobile device issues.
• Provide support for Microsoft and Apple operating systems and business applications.
• Maintain high standard of customer service when supporting technical and non-technical stakeholders.
• Communicate technical issues clearly to users with varying levels of knowledge.
• Prioritize and manage multiple incidents in a high-volume environment.
• Apply advanced troubleshooting, analytical, and problem-solving techniques.
• Follow IT support procedures, service management processes, and quality standards.
• Maintain accurate documentation of incidents, troubleshooting activities, and resolutions.
• Collaborate with IT teams and stakeholders to ensure timely resolution of issues.
• Stay current with emerging technologies and adapt to changing IT environments and business requirements.

Job description

” The Job Description ”

1. Provide technical supportto enterprise users, including senior executivesand VIP users.
2. Deliverfirst- and second-line IT supportacross desktop, systems, networks, and end-user computing environments.
3. Diagnose and resolve hardware, software, operating system, application, printing, and network-relatedissues.
4. Provide support forMicrosoft Office 365, Microsoft Teams Rooms, and Cisco VideoConferencing (VC) technologies.
5. Manage and resolve incidents and service requests using IT Service Management (ITSM) platforms, particularlyServiceNow.
6. Support and manageend-user devices, including desktops, laptops, mobile devices, andperipherals.
7. Perform Mobile DeviceManagement (MDM) activitiesand troubleshoot mobiledevice issues.
8. Provide support for Microsoft andApple operating systemsand associated businessapplications.
9. Maintain a highstandard of customerservice when supportingtechnical and non-technical stakeholders.
10. Communicate technical issues and solutions clearly tousers with varyinglevels of technicalknowledge.
11. Prioritize and managemultiple incidents andservice requests ina high-volumesupport environment.
12. Apply advanced troubleshooting, analytical, and problem-solving techniques toidentify and resolvetechnical issues.
13. Follow ITsupport procedures, servicemanagement processes, andquality standards.
14. Maintain accurate documentationof incidents, troubleshootingactivities, and resolutions.
15. Collaborate effectively with IT teamsand other stakeholdersto ensure timelyresolution of issues.
16. Stay current withemerging technologies andadapt to changingIT environments andbusiness requirements.

Requirements:

(Mandatory Requirements)

• Arabic-speaking candidate.
• Valid Saudi ArabiaIqama.
• Previous experience workingin a corporateor enterprise-levelIT environment.
• Proven experience supportingsenior executives, VIPusers, or high-profile stakeholders.
• Strong knowledge and hands-on experience with IT ticketing systems, particularlyServiceNow.
• Minimum 3 years of experience in a high-volume, customer-facing IT support environment.
• Minimum3 years of experienceworking across multiple technology domains, such as:
  – Service Desk
  – EUC / End User Computing
  – Desktop Support
  – Systems Support
  – Network Support

Tagged as: IT, itsm., MDM, servicenow, VC