وظيفة أخصائي Help Desk شاغرة لدى Axelerated Solutions في المدينة المنورة

We are looking for a motivated and customer-oriented Help Desk Specialist to provide first-level IT support, troubleshoot technical issues, and ensure the smooth operation of IT systems and services while maintaining high service quality and meeting agreed Service Level Agreements (SLAs).

Key Responsibilities

• Provide Level 1 (L1) technical support via phone, email, remote sessions, and on-site assistance.
• Troubleshoot hardware, software, operating system, network connectivity, and peripheral issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Support Windows 10/11, Microsoft 365, Outlook, and Microsoft Teams.
• Perform basic Active Directory administration, including user account management, password resets, and access permissions.
• Log, categorize, prioritize, track, and resolve incidents and service requests using ITSM tools.
• Monitor tickets to ensure timely resolution in accordance with agreed SLAs and escalate complex issues to second-level support.
• Assist with IT asset inventory, equipment deployment, and software installation.
• Troubleshoot basic LAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues.
• Maintain technical documentation, troubleshooting procedures, and knowledge base articles.
• Follow IT security policies, operational procedures, and ITIL best practices.
• Coordinate with technical teams to ensure service continuity and customer satisfaction.

📍 Location: Madinah, Hail, Asir, Tabuk, Northern Borders, Najran, Saudi Arabia.