IT Support Specialist II - Riyadh

IT Support Specialist II (On-site)

Role summary

This is an on-site role in Riyadh. Your main job is helping office staff with their everyday IT problems, from software and account issues to connectivity, along with looking after the hardware they use. That side of the role covers handing out equipment, receiving and checking returned devices, and registering everything in the hardware asset management system. When the Riyadh office has no user issues to handle and no equipment to process, you turn to the remote Service Desk ticket queue. We are looking for someone dependable who can work through unfamiliar problems independently and see them through to a fix.

Your tasks will include:

• Being the first point of contact for IT requests, whether someone walks up to the desk or submits a request through the ticketing system, by email, or over chat.
• Triaging, prioritizing, resolving, and escalating Service Desk tickets within Service Level Agreement (SLA) targets.
• Supporting end-user hardware and software, including laptops and desktops, peripherals, printers, mobile devices, and meeting-room and AV equipment.
• Handing out and collecting devices, running basic diagnostics to decide whether to repair a device or send it for service, coordinating repairs with the relevant provider, and keeping hardware asset and software-license records accurate.
• Setting up equipment and accounts for new hires, and collecting devices and deactivating accounts when staff leave.
• Administering user accounts across multiple systems.
• Supporting off-site users remotely using remote-access and diagnostic tools.
• Keeping the Service Desk knowledge base up to date with accurate processes and procedures.
• Working as part of an international team.

What we expect from you:

• At least 2 years of experience in an IT Service Desk or desktop support role, ideally in an enterprise environment.
• A Bachelor's degree in IT, Computer Science, or a related field is preferred; equivalent practical experience will also be considered.
• Fluent English and Arabic, both written and spoken (mandatory).
• Experience supporting end-user devices throughout their lifecycle, including new-hire onboarding and offboarding.
• Experience with Active Directory, including creating and managing user accounts and distribution lists, resetting passwords, and unlocking accounts.
• Familiarity with a ticketing system such as ServiceNow to manage and track your workload.
• Solid working knowledge of Microsoft Windows (Windows 11; Windows 10 a plus) and macOS.
• Confident with Microsoft 365 apps.
• Comfortable juggling several issues at once and handling support requests in real time.
• A proactive attitude to customer service, with the ability to work under pressure and on your own.
• Comfortable handling physical equipment, including lifting and moving devices and accessories when needed.
• Willing to learn new products and technologies through lab time, self-study, and available support resources.

What will be your advantage:

• Comfortable working with users at any level of technical knowledge.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Hands-on experience with Microsoft Exchange, Entra ID, Jamf, or Intune.
• ITIL, CompTIA A+, Microsoft role-based certifications such as MD-102 (Endpoint Administrator), or similar.
• Experience with incident monitoring and management systems.
• Scripting and automation skills with tools like PowerShell.

Work arrangement:

• On-site, Riyadh.
• Working week from Sunday to Thursday, starting at 9:00 AM, with Friday and Saturday off.
• Occasionally the role may need some flexibility outside standard hours, for example during office moves or events. This is arranged ahead of time and agreed with you first.

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