Technical Support Specialist

Leader Investment Group - LIG; Dammam; On-site; SAR 50,000 - 70,000; Full time

Job summary

A prominent technology firm in Saudi Arabia is seeking a Technical Support Specialist for the Visual Distortion Project. The role involves providing technical support to ensure smooth system operations, managing tickets, and liaising between technical teams and clients. Candidates must have a Bachelor’s degree in Computer Science or a related field and 3–5 years of relevant experience. Strong troubleshooting skills and the ability to communicate effectively are essential for success in this position.

Qualifications

• 3–5 years of experience in technical support or IT operations.
• Preferred experience in Smart City applications or IoT systems.
• Strong troubleshooting and problem-solving capabilities.

Responsibilities

• Provide technical support for the Visual Distortion (VD) Project.
• Monitor system performance and manage support tickets.
• Act as the technical interface for client inquiries.
• Prepare reports on system performance and incidents.

Skills

Technical support

Troubleshooting

System monitoring

Client communication

Collaboration with teams

Education

Bachelor’s degree in Computer Science, Information Technology or a related field

Tools

Jira

ServiceNow

Job description

Job Purpose

Provide technical support and operational assistance for the Visual Distortion (VD) Project, ensuring smooth functioning of all systems, rapid issue resolution, and continuous communication between technical teams and end users. The role also includes monitoring system performance, managing tickets, and coordinating with IT, network, and development teams.

Key Responsibilities

• Technical Support & Operations
  • Serve as the primary point of contact for technical issues related to the VD Project.
  • Respond promptly to all end-user incidents, troubleshooting and resolving issues effectively.
  • Log, track, and follow up on support tickets using the project ticketing system.
  • Open and coordinate technical support tickets with IT, Network, and Development teams as needed.
  • Ensure system stability and uninterrupted service delivery through proactive monitoring.
  • Maintain detailed documentation for configurations, troubleshooting steps, and resolutions.
• System Monitoring & Issue Resolution
  • Continuously monitor VD system health and detect potential issues before they impact operations.
  • Troubleshoot and resolve application, network, or integration problems in collaboration with relevant teams.
• Deployment & Implementation Support
  • Support project teams during system deployment and updates.
  • Verify that implemented solutions meet project specifications and client requirements.
  • Assist in User Acceptance Testing (UAT) and coordinate validation with stakeholders.
• Client Support & Escalation
  • Act as the primary technical interface for client-side inquiries related to VD Project systems.
  • Escalate unresolved or critical issues to higher-level technical support and ensure timely resolution.
• Reporting & Documentation
  • Prepare detailed reports on system performance, incidents, and resolution progress.
  • Maintain updated technical documentation, process flows, and client communication records.
• Continuous Improvement
  • Identify opportunities to improve system efficiency and response processes.
  • Contribute to knowledge sharing and training for internal teams and client stakeholders.

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field.

Qualifications & Skills

• Minimum 3–5 years of experience in technical support, system monitoring, or IT operations.
• Experience in Smart City applications, IoT systems, or Visual Distortion (VD) systems is preferred.

Technical Skills

• Strong troubleshooting and problem-solving capabilities.
• Familiarity with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools.
• Basic knowledge of networking, application integration, and database systems.
• Ability to coordinate with IT, Network, and Development teams for issue resolution.

Soft Skills

• Excellent communication and client-facing skills.
• Ability to manage multiple tasks under pressure.
• Strong organizational skills and attention to detail.
• Collaborative mindset for coordination across multiple teams.