Technical Specialist

Confidential Government; Riyadh; On-site; SAR 70,000 - 120,000; Full time

Job summary

Confidential Government in Riyadh is seeking an experienced IT support professional to deliver first-line tech support to internal and external customers. You will log incidents, diagnose hardware and software issues, and coordinate with teams and external providers to ensure timely ticket closures.

The role requires 4+ years of relevant experience and a Diploma in Information Technology. On-site work in Riyadh with adherence to security policies is expected.

Qualifications

• Assists in providing first-level technical support to users, diagnosing faults and issues related to hardware, operating systems, applications, and technical services.

Responsibilities

• Provides technical support for internal and external customers.
• Receives and logs incidents and service requests, documents details and actions, and updates ticket status until closure.
• Assists with meeting rooms, video conferencing systems and related devices; diagnoses faults and coordinates with relevant parties.
• Provides remote technical support to users in accordance with approved security policies and procedures.
• Ensures incidents are resolved and services restored, informs beneficiaries before closing tickets.
• Coordinates with external service providers for service performance and raises observations on SLAs.
• Reconfigures devices for reuse or handover; assists in asset management procedures.
• Installs approved operating systems and software on user devices and performs necessary tests.
• Monitors and documents user feedback to support service improvement.
• Adheres to cybersecurity policies; escalates security observations to authorities.
• Follows organizational policies and completes other related tasks as assigned by the manager.

Skills

First-level technical support

Incident logging

Remote technical support

Troubleshooting

Hardware diagnosis

Education

Diploma degree in Information Technology

Job description

• Provides technical support for activities related to delivering technical support to internal and external customers.
• Assists in receiving and logging incidents and service requests submitted through approved channels, documenting request details and actions taken, and updating ticket status until closure.
• Assists in providing technical support for meeting rooms, video communication and conferencing systems, and associated devices; diagnoses faults and coordinates with relevant parties when necessary.
• Assists in providing first-level technical support to users, diagnosing faults and issues related to hardware, operating systems, applications, and technical services, and resolving them in accordance with approved procedures.
• Assists in carrying out troubleshooting procedures, including inspecting hardware and software, testing connectivity and services, resetting passwords, and determining the appropriate solution.
• Assists in escalating incidents and issues that cannot be resolved or fall outside their authority to the relevant support teams, providing the necessary information and diagnostic findings, and following up until resolution.
• Assists in preparing user devices and accessories, installing approved operating systems and software, and conducting the necessary tests to ensure readiness.
• Assists in providing remote technical support to users in accordance with approved security policies and procedures, coordinating with relevant parties when necessary.
• Assists in following up on incidents and service requests to ensure compliance with Service Level Agreements (SLAs), approved priorities, response times, and escalation procedures.
• Assists in verifying that incidents have been resolved and services restored, and communicates with the beneficiary in accordance with approved procedures before closing the ticket.
• Coordinates and follows up on activities related to technical support services provided by external service providers when necessary, and raises observations regarding service levels.
• Assists in reconfiguring and preparing devices for reuse or handover, and contributes to disposal and decommissioning procedures in coordination with the department responsible for asset management.
• Coordinates the preparation and installation of telephone devices and the assignment of numbers to users in accordance with approved procedures and authorities.
• Assists in monitoring and documenting users’ feedback and suggestions and submitting them to the relevant teams to support the improvement of services and 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 4 years of experience in a relevant field.