Technical Support Specialist

AlWatania Information Systems; Riyadh; On-site; SAR 78,000 - 134,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Comprehensive medical insurance (A+)

Training & development opportunities

Clear career progression path

Job summary

AlWatania Information Systems in Riyadh, Saudi Arabia, is looking for a dedicated Technical Support Specialist to join our support team. You will be the first point of contact for clients, troubleshoot issues, and provide effective solutions to ensure high client satisfaction.

You will document requests, assist with installations and configurations, and collaborate with internal teams to resolve complex problems.

Qualifications

• Bachelor's degree in IT/CS or related field.
• Minimum 2+ years in technical support or helpdesk.
• Strong hardware, software, and network troubleshooting skills.
• Excellent communication and customer-service orientation.
• Experience with Windows and Linux; familiar with remote support.

Responsibilities

• Provide timely technical support via phone, email, and chat.
• Troubleshoot hardware and software issues; diagnose and resolve.
• Document support requests and resolutions in the ticketing system.
• Assist clients with product installations, configurations, and upgrades.
• Collaborate with internal teams to resolve complex issues.
• Develop and maintain knowledge base articles and user guides.
• Follow up with clients to ensure full resolution and satisfaction.
• Stay up to date with product updates and technologies.

Skills

Customer-focused attitude

Excellent communication skills

Team player

Analytical problem solving

Time management

Education

Bachelor's degree in Information Technology / Computer Science

Tools

Helpdesk ticketing systems

Remote support tools

Knowledge management software

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 escape and 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.

• 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.

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