Etesalat Innovations تعلن عن وظيفة أخصائي دعم IT في مكة جدة السعودية

Position Summary

We are seeking a proactive, customer-focused IT Support Specialist with at least two years of experience in desktop or end user support. The role provides first- and second-level technical assistance, resolves hardware, software, connectivity, and access issues, and maintains a reliable end-user computing environment. The successful candidate will deliver timely service, maintain accurate ticket records, and coordinate effectively with specialist support teams.

Key Responsibilities1. End User and Desktop Support

·    Provide first- and second-level technical support for employees at offices, branches, and remote locations.

·    Diagnose and resolve incidents involving desktops, laptops, workstations, printers, scanners, and other peripherals.

·    Install, configure, image, upgrade, and maintain Windows devices and approved business applications.

·    Support Microsoft 365 applications, Outlook profiles, Teams, OneDrive, and common productivity tools.

·    Provide remote support using approved remote-assistance tools and coordinate on-site visits when required.

·    Support macOS, iOS, and Android devices within the organization’s supported environment.

2. Incident and Service Request Management

·    Log, categorize, prioritize, update, and close incidents and service requests in the ITSM system.

·    Work within agreed service-level targets and communicate progress clearly to users and stakeholders.

·    Document symptoms, troubleshooting performed, evidence, resolution details, and user confirmation.

·    Escalate unresolved or recurring issues to the appropriate Network, Security, Infrastructure, Application, or vendor team.

·    Contribute to knowledge articles, standard operating procedures, and known-error documentation.

3. Hardware, Asset, and Lifecycle Support

·    Perform device deployment, replacement, relocation, collection, and refresh activities.

·    Validate and support approved RAM, SSD, docking station, monitor, and peripheral upgrades.

·    Maintain accurate asset, inventory, assignment, and handover records.

·    Coordinate warranty repairs, vendor support, secure data handling, and equipment disposal according to policy.

·    Conduct basic device health checks and verify configuration before raising upgrade or replacement requests.

4. Network, Connectivity, and Collaboration Support

·    Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and basic TCP/IP connectivity issues.

·    Provide basic support for switching and routing-related connectivity and escalate infrastructure faults appropriately.

·    Support IP phones, network printers, meeting-room equipment, and audio/video conferencing devices.

·    Coordinate with Network and Information Security teams for access, endpoint, and connectivity requirements.

5. Identity, Access, and Endpoint Security

·    Assist with Active Directory accounts, password resets, account lockouts, group membership, and access-related issues within delegated authority.

·    Support Microsoft 365 user administration and endpoint enrollment where assigned.

·    Assist with BitLocker recovery, antivirus or endpoint-protection alerts, security-agent installation, and approved patching activities.

·    Follow least-privilege, data-protection, and information-security requirements and report suspected security incidents immediately.

Technical Knowledge and Skills

·    Windows 10 and Windows 11 installation, configuration, troubleshooting, and recovery

·    macOS and mobile-device support fundamentals

·    Microsoft 365 suite, Outlook, Teams, OneDrive, and related productivity applications

·    Active Directory user and computer administration

·    Microsoft Intune or other endpoint-management platforms (preferred)

·    Desktop and laptop hardware diagnosis, installation, maintenance, and upgrades

·    Printers, scanners, docking stations, monitors, and peripheral support

·    Basic network infrastructure and security concepts, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN

·    Basic switching and routing concepts

·    Remote support and endpoint diagnostic tools

·    IT asset and inventory management

·    ITSM/ticketing platforms such as SymphonyAI, ServiceNow, BMC, or equivalent

·    Incident, service request, knowledge, and escalation processes; ITIL awareness is preferred

Required Qualifications

·    Diploma or bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.

·    Minimum two years of experience in End User Support, Desktop Support, Field Support, or Service Desk operations.

·    Good written and verbal communication skills in English; Arabic is an advantage.

·    Relevant certifications such as CompTIA A+, Microsoft, ITIL Foundation, or equivalent are preferred.

Core Competencies

·    Strong customer-service orientation with a professional and respectful approach.

·    Analytical troubleshooting and structured problem-solving skills.

·    Ability to prioritize multiple incidents and service requests in a fast-paced environment.

·    Clear communication, accurate documentation, and effective stakeholder coordination.

·    Ability to work independently and collaboratively with cross-functional teams.

·    Ownership, reliability, adaptability, and willingness to learn new technologies.

·    Ability to support VIP, executive, and business-critical users with discretion and urgency.

Mobility and Work Flexibility

·   Willing to relocate to another company location based on business and operational requirements.

·   Willing to travel to remote sites, airports, branches, and project locations across the Kingdom when required.

·   Available to work rotational morning, evening, and night shifts, including weekends and public holidays, according to the approved schedule.

·   Able to provide on-site support during critical incidents, planned deployments, infrastructure activities, and 24/7 operational coverage when assigned.

·   A valid driving licence and ability to travel independently are preferred.

Performance Expectations

·   Deliver accurate, timely, and user-focused technical support.

·   Meet assigned SLA, quality, documentation, attendance, and shift-adherence requirements.

·   Maintain complete and accurate ticket and asset records.

·   Follow organizational policies, safety requirements, change controls, and information-security procedures.

·   Identify recurring issues and recommend practical service improvements.

Note: Responsibilities may be adjusted based on operational requirements, supported locations, technology standards, and approved organizational policies.