IT Support Specialist

High-level Job Purpose Statement

The IT Support Specialist provides Level 1 and Level 2 support for employees using company devices, Microsoft 365 services, approved software, printers, connectivity, and workplace technology. The position owns each assigned ticket from acknowledgement through resolution or correct escalation, maintains accurate records in Freshservice, supports onboarding and offboarding, and helps keep Head Office and branch users productive

The role does not independently own every network, server, cloud, security, or business application platform. It performs first-line diagnosis, collects evidence, applies approved fixes, communicates with the requester, and routes specialist work to the correct resolver group while retaining follow-up responsibility.

Essential Duties and Responsibilities

Service Desk and User Support

• Provide timely Level 1 and Level 2 technical support through Freshservice, telephone, remote-access tools, email, and desk-side assistance.
• Acknowledge, classify, prioritize, investigate, update, and resolve assigned incidents and service requests within the applicable service targets.
• Maintain ownership of the requester experience even when a ticket is assigned to a specialist team or external vendor.
• Troubleshoot Windows devices and provide working-level support for macOS, browsers, Microsoft Office applications, printers, scanners, monitors, docking stations, and standard peripherals.
• Confirm the solution with the requester and record meaningful resolution notes before closure.

Microsoft 365 Accounts and Access

• Support Outlook, Teams, OneDrive, Office activation, shared mailboxes, distribution lists, and common Microsoft 365 user issues.

Endpoint and Employee Lifecycle Support

• Prepare, configure, test, and deploy laptops, desktops, all-in-one devices, monitors, phones, and approved accessories.

• Complete onboarding activities, including hardware allocation, Microsoft 365 setup, approved software such as Adobe and Chrome, policy synchronization, quality checks, and handover or shipment to the employee's branch.
• Process approved transfer, role-change, and offboarding tasks, including access changes, asset return, mailbox or data ownership handover, and completion evidence.
• Maintain accurate asset assignment, stock, warranty, configuration, and return records in the approved inventory or ITSM system.
• Apply approved endpoint standards, updates, security controls, and software configurations, and report exceptions promptly.

Connectivity and Branch Support

• Troubleshoot user-level LAN, Wi-Fi, internet, VPN, printer, and IP telephony connectivity issues using approved diagnostic steps.
• Support branch and remote-site readiness by coordinating device delivery, workstation setup, local contacts, site access, vendors, and technical specialists.
• Assist with CCTV, access-control, meeting-room, display, and other site-technology incidents by performing first-line checks and routing specialist work correctly.
• Required Technical Knowledge

• Windows desktop administration and troubleshooting, with working knowledge of macOS support.
• Microsoft 365 support, including Outlook, Teams, OneDrive, Office applications, Microsoft Entra ID or Azure Active Directory user administration, authentication, and group membership.
• PC, laptop, all-in-one device, monitor, docking station, printer, scanner, and peripheral installation and troubleshooting.
• Networking fundamentals, including TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, VPN, and internet links.
• ITSM practices and ticket management, preferably using Freshservice or a comparable service-management platform.
• Remote-support tools, and secure handling of company devices.

Core Operating Activities

• Monitor the Freshservice queue and assigned workload; respond to users; update pending and escalated tickets; complete endpoint and onboarding tasks; check priority alerts; specialist teams; record handovers and resolution notes.
• Review aged, overdue, reopened, and recurring tickets; update knowledge articles; provide updates to the Group IT Support Manager
• As required: Support office moves, branch openings, planned changes, scheduled after-hours work, incident escalation, equipment shipment, site visits, audits, and business continuity activities

Qualifications

• Batchelor Degree in Computer Science or Information technology or any related major.

Experience

• 2 to 4 years of IT support experience, including at least three years in a comparable Level 1 and Level 2 support role.
• Willing and able to travel to company branches and project sites across Saudi Arabia when required.
• Able to support planned after-hours, weekend, on-call, migration, rollout, or critical-incident activities when formally scheduled.

Required Behaviors and Capabilities

• Communicates clearly, professionally, and respectfully with technical and non-technical users.
• Is approachable, service-oriented, patient, and able to support users under pressure.
• Organizes and prioritizes competing incidents, service requests, onboarding tasks, site work, and deadlines.
• Uses structured troubleshooting, records evidence, avoids unsupported assumptions, and knows when to escalate.
• Takes ownership of follow-up and does not allow tickets to remain without an owner, next action, or meaningful update.
• Works collaboratively with other IT teams and vendors while respecting access, security, change, and approval controls.