Nova Water تعلن عن وظيفة أخصائي دعم تقنية المعلومات في الدمام

Nova® Water is Saudi Arabia’s most iconic premium bottled water brand, recognized for its uncompromising quality and continuous innovation. As the Kingdom’s leading water brand, Nova® has earned the trust of consumers nationwide and remains a symbol of purity and pride. Rooted in the heart of this land, Nova® continues to set the benchmark for hydration and brand excellence in Saudi Arabia.

Job Purpose:

To serve as the first point of contact for end-user IT support across the organization, ensuring the timely logging, diagnosis, and resolution of hardware, software, network, and enterprise application issues. The IT Support Specialist delivers Level 1 and Level 2 technical support, manages incidents and service requests in line with agreed service levels, and helps maintain a stable, secure, and productive technology environment that enables uninterrupted business operations.

Responsibilities:

General Accountabilities:

• Comply with all company policies, procedures, IT governance standards, and relevant regulatory requirements.
• Adhere to information security, data protection, and confidentiality requirements at all times.
• Follow applicable health, safety, and environmental (HSE) guidelines within the work area.
• Maintain accurate and up-to-date documentation of incidents, service requests, IT assets, and work performed.
• Contribute to the continuous improvement of IT services, processes, and end-user satisfaction.
• Perform any other related duties assigned by the line manager within the scope and capacity of the role.

Specific Accountabilities:

• Act as the first point of contact for IT incidents and service requests received via phone, email, the ticketing system, and walk-ups.
• Log, categorize, prioritize, and track all incidents and requests in the IT service management (ITSM) / ticketing tool, ensuring agreed service levels (SLAs) are met.
• Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Install, configure, update, and troubleshoot operating systems, Microsoft 365, and standard business applications.
• Administer user accounts, access, and permissions in Active Directory / Microsoft Entra ID and enterprise applications, following approved request and authorization processes.
• Provide first-line support for core enterprise applications (e.g., SAP, e-commerce, and service-management platforms), escalating complex issues to specialist teams or vendors.
• Support corporate telephony, unified communications, and video-conferencing tools, and resolve or escalate related issues.
• Troubleshoot basic network connectivity issues (LAN / Wi-Fi / VPN) and escalate to the infrastructure team where required.
• Set up and onboard new joiners, including hardware provisioning, account creation, software installation, and orientation on IT tools and policies.
• Maintain the IT asset and software-license inventory, including tagging, tracking, and lifecycle records.
• Apply security patches, endpoint protection, and antivirus updates in line with IT security policies.
• Escalate unresolved or complex issues to Level 3 / specialist teams or third-party vendors, and follow through to closure.
• Create and maintain knowledge-base articles, user guides, and FAQs to promote self-service and reduce recurring issues.
• Support IT projects, system rollouts, office moves, and end-user training as required.
• Produce periodic reports on ticket volumes, resolution times, and recurring issues for IT management review.

Qualifications:

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related discipline.
• Professional certifications are an advantage, such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified: Modern Desktop Administrator (MD-102).
• Working proficiency in English; Arabic is an advantage.
• 2-4 years of experience in an IT helpdesk, desktop support, or end-user support role, preferably within a medium-to-large enterprise.
• Hands-on experience with Windows operating systems, Microsoft 365, Active Directory, and ITSM / ticketing tools.
• Practical knowledge of desktop and laptop hardware, printers, and peripheral troubleshooting.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN, and Wi-Fi).
• Exposure to enterprise applications (SAP preferred) and corporate telephony is an advantage.
• Strong customer-service orientation and communication skills, with the ability to explain technical issues to non-technical users.
• Ability to prioritize, work under pressure, and manage multiple requests while meeting agreed service levels.

Job location: Dammam