Technical Support - Senior Specialist

Samsung by Korn Ferry; Riyad Al Khabra; On-site; SAR 149,000 - 225,000; Full time

Job summary

A global technology leader in Al-Qassim Province is seeking a highly skilled Technical Support Specialist to join the Service team. In this critical role, you will ensure world-class support by providing technical leadership and resolving complex issues for mobile devices. Responsibilities include managing service requests and driving performance through data analysis using tools like Power BI. Ideal candidates should have a degree in IT, experience in technical support, and strong problem-solving skills. This role offers a fast-paced work environment with opportunities for growth.

Qualifications

• Hands-on experience in mobile technical support or high-end electronics service.
• Strong technical understanding of mobile networks (5G/LTE), Android OS, and device architecture.
• Proficiency in network monitoring tools and diagnostic software.

Responsibilities

• Provide 1st and 2nd level technical support for mobile services.
• Monitor and manage service partner performance for repair quality.
• Own the lifecycle of service requests and ensure resolution within SLAs.
• Act as liaison between internal and external technical teams.
• Perform root cause analysis on recurring technical issues.
• Maintain a robust technical knowledge base and documentation.
• Create dashboards and reports tracking KPIs using Power BI and Excel.

Skills

Problem-solving skills

Analytical thinking

Technical communication

Education

Bachelor’s degree or Diploma in Telecommunications, IT, Computer Science

Tools

Power BI

Microsoft Excel

Service ticketing systems

Job description

Job Description

Samsung KSA is seeking a highly skilled and motivated Technical Support Specialist to join our Service team. In this role, you will be the technical backbone of our mobile service operations, ensuring that our customers receive world‑class support. You will be responsible for bridging the gap between complex technical challenges and seamless service delivery, maintaining Samsung’s position as the leader in mobile innovation within the Kingdom.

This is a critical, high‑impact role focused on maintaining service continuity, optimizing partner performance, and driving root‑cause solutions in a fast‑paced environment.

Key Responsibilities

• Technical Leadership: Provide 1st and 2nd level technical support for the full range of mobile services and flagship devices.
• Operational Excellence: Monitor and manage the performance of service partners to ensure high‑quality repair and support standards.
• SLA & Incident Management: Own the lifecycle of service requests, incidents, and escalations, ensuring all are resolved within strictly defined SLAs.
• Cross‑functional Collaboration: Act as the primary liaison between internal departments and external technical teams to resolve complex hardware and software issues.
• Analysis & Prevention: Perform detailed root cause analysis (RCA) on recurring technical issues and implement corrective actions to prevent future occurrences.
• Quality & Documentation: Maintain a robust technical knowledge base, including incident reports, standard operating procedures (SOPs), and training manuals.
• Reporting: Utilize Power BI and Microsoft Excel to create comprehensive dashboards and reports tracking KPIs and service quality trends.

Qualifications

• Education: Bachelor’s degree or Diploma in Telecommunications, Information Technology, Computer Science, or a related field.
• Experience: Hands‑on experience in mobile technical support, telecom operations, or high‑end electronics service.
• Ecosystem Knowledge: Strong technical understanding of mobile networks (5G/LTE), Android OS, and mobile device architecture.
• Technical Tools: Proficiency in service ticketing systems, network monitoring tools, and diagnostic software.
• Data Skills: Expert‑level proficiency in Microsoft Excel and Power BI for reporting and data visualization.
• Soft Skills: Exceptional problem‑solving skills, analytical thinking, and the ability to communicate technical concepts to non‑technical stakeholders.

Additional Information

• Work Environment: Ability to work under pressure in a fast‑paced, high‑volume environment.
• Flexibility: Willingness to support on‑call rotations or shifts as required to ensure service continuity.
• This role offers the opportunity to work with the latest mobile technology and contribute to continuous service enhancement initiatives at Samsung.