Technical Support Specialist

Al Watania Information Systems (Wisys); Riyadh; On-site; SAR 60,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Comprehensive medical insurance (A+)

Job summary

AlWatania Information Systems is seeking a dedicated Technical Support Specialist to join our support team in Riyadh. You will be the first point of contact, troubleshoot hardware and software issues, and ensure client satisfaction while guiding installations and upgrades.

You will maintain detailed ticketing documentation, collaborate with internal teams, and contribute to knowledge base articles to help users resolve common issues quickly.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 2+ years of experience in a technical support or helpdesk role.
• Strong understanding of hardware, software, and network troubleshooting.
• Excellent communication and interpersonal skills with a customer-focused attitude.
• Proficiency in using support ticketing systems and knowledge management software.
• Familiarity with Windows and Linux operating systems is a plus.

Responsibilities

• Provide timely and effective technical support to clients via phone, email, and chat.
• Troubleshoot hardware and software issues, diagnosing problems to determine effective solutions.
• Maintain detailed documentation of support requests, resolutions, and client interactions in the ticketing system.
• Assist clients with product installations, configurations, and upgrades.
• Collaborate with internal teams to resolve complex technical issues.
• Develop and maintain knowledge base articles and user guides for common issues and solutions.
• Conduct follow-ups with clients to ensure their issues are fully resolved and satisfaction is achieved.
• Stay current with new technologies and product updates to provide accurate support.

Skills

Customer service

Troubleshooting

Communication

Time management

Teamwork

Education

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

Tools

Ticketing systems

Knowledge management software

Remote support tools

Job description

AlWatania Information Systems is committed to delivering exceptional technology solutions and services that empower our clients to excel. We are seeking a dedicated Technical Support Specialist to join our support team. In this role, you will be the first point of contact for clients seeking technical assistance and support for our products and services. Your primary responsibilities will include troubleshooting issues, providing solutions, and ensuring a high level of client satisfaction. With your technical expertise and customer service skills, you will play a vital role in enhancing the user experience and maintaining strong client relationships.

Responsibilities

• Provide timely and effective technical support to clients via phone, email, and chat
• Troubleshoot hardware and software issues, diagnosing problems to determine effective solutions
• Maintain detailed documentation of support requests, resolutions, and client interactions in the ticketing system
• Assist clients with product installations, configurations, and upgrades
• Collaborate with internal teams to resolve complex technical issues
• Develop and maintain knowledge base articles and user guides for common issues and solutions
• Conduct follow-ups with clients to ensure their issues are fully resolved and satisfaction is achieved
• Stay current with new technologies and product updates to provide accurate support

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 2+ years of experience in a technical support or helpdesk role
• Strong understanding of hardware, software, and network troubleshooting
• Excellent communication and interpersonal skills, with a customer-focused attitude
• Proficiency in using support ticketing systems and knowledge management software
• Ability to analyze and diagnose technical issues effectively
• Familiarity with Windows and Linux operating systems is a plus
• Experience with remote support tools and techniques
• Strong organizational and time management skills, with the ability to handle multiple tasks
• A positive attitude and the ability to work both independently and in a team environment

Benefits

• Competitive salary
• Performance bonus
• Comprehensive medical insurance (A+)
• Training & development opportunities
• Clear career progression path