Requirements
QualificationsBachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.Relevant professional certifications such as Microsoft Certified Professional (MCP), ITIL, or equivalent are an advantage.Strong Command of both English and Arabic LanguagesExperience[1–4] years of experience in IT technical support, service desk, desktop support, or a related IT role.Experience supporting Windows-based environments.Experience in hardware troubleshooting, software installation, and network connectivity troubleshooting.Experience providing technical support to users with different levels of technical knowledge.Technical CompetenciesDesktop and laptop troubleshooting.Windows operating systems.Microsoft Office (on-premises) and Microsoft applications.Basic network troubleshooting, including TCP/IP, DNS, DHCP, Wi-Fi, and LAN connectivity.Printers and peripheral devices.User account and access management.Hardware and software installation and configuration.Remote support tools.Basic cybersecurity awareness.Behavioral CompetenciesProblem-solving and analytical thinking.Communication skills.Teamwork and collaboration.Attention to detail.Time management and prioritization.Ability to work under pressure.Patience and professionalism when dealing with users.Accountability and ownership.Continuous learning and adaptability.The position may require:On-site support across different offices or branches.Occasional work outside normal working hours during system upgrades, maintenance, or critical incidents.Participation in IT projects, system implementations, equipment deployments, and technology-related activities.Compliance with organizational information security, health and safety, and confidentiality requirements.
Description
Job PurposeThe IT Technical Support Specialist provides first- and second-level technical support to employees and users, ensuring the availability, reliability, and proper functioning of IT equipment, software, systems, and network services. The role responds to technical incidents and service requests, diagnoses problems, provides timely solutions, and escalates complex issues to the relevant IT teams or external service providers.The position contributes to maintaining a stable and secure IT environment and supports users in the effective use of technology and IT services.Key ResponsibilitiesA. Technical SupportProvide first- and second-level technical support to users through the IT service desk, telephone, email, remote support, and on-site assistance.Diagnose and resolve hardware, software, operating system, connectivity, and peripheral-related issues.Install, configure, maintain, and troubleshoot desktop computers, laptops, monitors, printers, scanners, and other IT equipment.Support users with Microsoft Windows, email, browsers, and other approved applications.Assist users with account access, password resets, permissions, and basic authentication issues in line with IT security procedures.Provide technical support for audio-visual equipment and meeting-room technology when required.Support the configuration and deployment of new IT devices and user workstations.Maintain an up-to-date inventory of assigned IT equipment and accessories.B. IT Service ManagementReceive, record, categorize, prioritize, and resolve incidents and service requests.Keep users informed about the progress of their requests and provide clear explanations of technical solutions.Escalate unresolved or complex incidents to the appropriate technical team.Identify recurring technical issues and recommend preventive actions to reduce repeated incidents.C. Hardware and Software ManagementPrepare and configure computers and other IT devices for new and existing users.Install approved software and ensure that devices meet established IT configuration standards.Perform routine maintenance, updates, and troubleshooting of IT equipment.Coordinate hardware repairs, replacements, and warranty claims with approved vendors when required.Maintain accurate records of hardware, software, licenses, and assigned equipment.D. Network and System SupportPerform basic troubleshooting of wired and wireless network connectivity.Assist with the diagnosis of connectivity issues involving switches, access points, printers, and other network-connected devices.Support IT teams with basic system administration and infrastructure-related tasks within the scope of the position.Monitor reported service disruptions and escalate network or infrastructure incidents to the relevant technical team.E. Security and ComplianceFollow IT security policies and procedures when providing technical support.Protect user information, passwords, system credentials, and other confidential information.Report suspected security incidents, unauthorized access, malware, phishing attempts, or other security concerns to the appropriate IT personnel.Ensure that devices and software are configured in accordance with approved IT security standards.