Support Analyst

Wasserman; Saudi Arabia; On-site; SAR 112,485 - 187,476; Full time

Job summary

Wasserman is looking for a Technical Support Analyst to provide responsive 1st and 2nd line support across desktop, mobile, SaaS, and office technology. The role involves troubleshooting hardware and software issues, maintaining ticket updates, and assisting with user onboarding and offboarding.

Ideal candidates will have strong troubleshooting skills, experience in service desk environments, and the ability to support both Mac and Windows devices.

Qualifications

• Experience in a service desk or end-user support function.
• Ability to troubleshoot across operating systems and applications.
• Awareness of networking fundamentals.

Responsibilities

• Provide 1st and 2nd line support for various technologies.
• Own troubleshooting and resolution of hardware/software issues.
• Log and maintain accurate support tickets.

Skills

Strong troubleshooting capability

Experience with Mac and Windows devices

Knowledge of SaaS applications

Customer communication skills

Tools

FreshService

Okta

Microsoft365

Intune

Job description

THE TEAM operates at the epicenter of sports, music and entertainment, serving talent brands and properties on a global scale. Headquartered in Los Angeles, the company spans 28 countries and more than 70 cities, including NewYork, London, AbuDhabi, Amsterdam, HongKong, Madrid, Mexico City, Toronto, Paris and Sydney.

Key Responsibilities

• Provide responsive 1st and 2nd line support for incidents and service requests across desktop, mobile, SaaS and office technology environments.
• Own initial triage, troubleshooting and resolution of hardware, software, networking and access‑related issues, escalating to Tier3 or specialist teams where appropriate.
• Deliver high‑quality support through multiple channels including walk‑up, desk‑side, remote and event‑based support.
• Log, categorize and maintain accurate ticket updates, service notes and resolution details within FreshService, ensuring adherence to service processes and SLAs.
• Support user onboarding, offboarding and moves, including device preparation, account access permissions, software provisioning and desk setup.
• Administer end‑user devices across Mac and Windows, including builds, configuration, patching, troubleshooting and replacement coordination.
• Assist with identity and access management processes using Okta and Microsoft365, including password resets, MFA support, account troubleshooting and application access.
• Support collaboration and productivity platforms including Zoom, Slack, Microsoft365, Google Workspace, Box and SharePoint.
• Provide mobile device and telecom support, including handset allocation, setup, troubleshooting and lifecycle administration across EE and Vodafone services.
• Maintain accurate asset records and ownership data in Oomnitza, including tagging, assignment, repair tracking, stock control and lifecycle reporting.
• Support mobile device management and endpoint compliance activities using Intune and other MDM tooling.
• Assist with networking and workplace technology troubleshooting, including Meraki‑managed environments, printers, meeting‑room technology and physical security systems such as Verkada.
• Coordinate with third‑party vendors and service providers for repairs, replacements, licensing and operational support activities.
• Contribute to office moves, technology rollouts, platform improvements, documentation updates and wider TECH support projects.
• Provide support for on‑site and remote events, ensuring reliable technology setup, live issue resolution and strong end‑user experience.

Qualifications

• Experience supporting a fast‑paced, multi‑platform environment highly desirable, ideally within a service desk or end‑user support function.
• Strong troubleshooting capability across operating systems, end‑user devices, business applications, connectivity and user access issues.
• Experience supporting mixed‑platform environments, particularly Mac and Windows devices, mobile endpoints and cloud‑based SaaS applications.
• Good understanding of service desk disciplines, including ticket ownership, prioritisation, escalation, documentation and customer communication.
• Working knowledge of endpoint management, software deployment, patching and device compliance practices.
• Awareness of networking fundamentals and ability to perform first‑line diagnosis of wired, wireless, VPN and office connectivity issues.
• Confidence supporting executive and non‑technical users in a clear, calm and professional manner.