IT Support Specialist

ROLE OVERVIEW:

Provides timely technical support to employees and maintains end-user devices, accounts, business applications and workplace IT services in line with service standards and security procedures.

KEY RESPONSIBILITIES:

• Receive, log, prioritise, diagnose and resolve incidents and service requests through the approved ticketing system.
• Provide user support for desktops, laptops, printers, collaboration tools, business applications and connectivity.
• Set up, configure, deploy and maintain devices, user accounts, access permissions and standard software.
• Escalate complex or security-sensitive issues to the relevant infrastructure, application or cybersecurity teams.
• Maintain accurate asset inventories, ticket notes, knowledge articles and user-support documentation.
• Support onboarding and offboarding, device returns, patching and basic security awareness in accordance with policy.

RequirementsESSENTIAL REQUIREMENTS:

• Experience in service desk, desktop, field or application support aligned with Level 2 end-user and desktop support.
• Working knowledge of Windows 11, Microsoft 365, Entra ID/Active Directory, Intune and enterprise ticketing tools.
• Strong troubleshooting, customer service, prioritisation and written communication skills.
• Ability to follow service-management, access-control and escalation procedures while protecting confidential information.
• Professional fluency in English; Arabic desirable.

PREFERRED / ADDITIONAL QUALIFICATIONS:

• ITIL Foundation, CompTIA A+, Microsoft or other relevant certifications.
• Experience with mobile-device management, meeting-room / AV systems, asset management or remote-support tools.