Technical Support Specialist

Al Watania Information Systems; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Medical insurance (A+)

Training & development opportunities

Clear career progression path

Job summary

AlWatania Information Systems is seeking a Technical Support Specialist to be the first point of contact for clients, addressing hardware, software, and network issues. You will troubleshoot, guide users, and document resolutions to improve customer satisfaction.

The role requires a IT-related degree and 2+ years in support, with strong communication and remote support experience. Riyadh-based, on-site position.

Qualifications

• Bachelor's degree in IT or CS or related field.
• Minimum 2+ years in technical support or helpdesk.
• Strong hardware, software and network troubleshooting knowledge.
• Excellent communication and customer-focused attitude.
• Proficient with support ticketing systems and knowledge management tools.
• Familiarity with Windows and Linux; remote support experience is a plus.
• Excellent organization and time-management skills; able to work independently or in a team.

Responsibilities

• Provide timely technical support to clients via phone, email, and chat.
• Troubleshoot hardware and software issues and propose effective solutions.
• Document support requests, resolutions, and client interactions in the ticketing system.
• Assist clients with installations, configurations, and upgrades.
• Collaborate with internal teams to resolve complex technical issues.
• Create and maintain knowledge base articles and user guides.
• Follow up with clients to ensure complete resolution and satisfaction.
• Stay current with new technologies and product updates to provide accurate support.

Skills

Strong communication skills

Customer-focused attitude

Analytical troubleshooting

Problem solving

Time management

Education

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

Tools

Ticketing systems

Remote support tools

Knowledge base / 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 elevate 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