Technical Support Specialist

RMG | مجموعة ريناد المجد (لتقنية المعلومات); Eastern Province; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading IT service provider in Saudi Arabia is seeking a Technical Support Specialist responsible for providing daily user support and resolving technical issues. The role involves troubleshooting hardware and software issues, managing support requests, and ensuring IT service continuity. Candidates should have a Diploma or Bachelor’s degree in Information Technology and 3–5 years of relevant experience. Strong technical troubleshooting skills and proficiency with ticketing systems are required.

Qualifications

• 3–5 years of hands-on experience in technical support or system operations support.
• Proficiency in using ticketing systems.
• Strong technical troubleshooting skills.

Responsibilities

• Receive and handle technical support requests based on service priority.
• Troubleshoot and resolve issues related to hardware, software, and network connectivity.
• Collaborate with the technical team to ensure the availability of critical systems.
• Document troubleshooting steps and technical actions taken.
• Adhere to agreed service levels for response and resolution times.
• Assist users in effectively using IT tools and services.

Skills

Technical troubleshooting

Using ticketing systems

User support

Education

Diploma or Bachelor’s degree in Information Technology

Job description

Job Description

The Technical Support Specialist is responsible for providing daily user support, resolving technical issues, and ensuring the continuity of IT services in accordance with defined service level agreements (SLAs).

Key Responsibilities

• Receive and handle technical support requests based on service priority through the approved ticketing system.
• Troubleshoot and resolve issues related to hardware, software, network connectivity, and core systems used in the project.
• Collaborate with the technical team to ensure the availability and proper operation of critical systems, as well as the maintenance of devices and applications supporting service operations.
• Document troubleshooting steps, system updates, and technical actions taken within the ticketing system.
• Adhere to agreed service levels and ensure appropriate response and resolution times.
• Assist users in effectively using IT tools and services and diagnose routine technical issues.

Qualifications & Experience

• Diploma or Bachelor’s degree in Information Technology or a related field.
• 3–5 years of hands‑on experience in technical support or system operations support.
• Proficiency in using ticketing systems and strong technical troubleshooting skills.