The company, the global leader in data resilience, is dedicated to empowering businesses to take control of their data wherever it may be. With a customer base exceeding 550,000 around the world, the company specializes in data backup, recovery, security, and intelligence. As part of our team, you will contribute to making a significant impact for some of the world’s largest brands.
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The IT Support Specialist will be responsible for supervising incoming Service Desk tickets, providing technical support, and effectively resolving issues. The role primarily involves managing requests from remote employees. The ideal candidate should be reliable, adept at resolving non-standard situations, and comfortable taking ownership of technical challenges.
Key Responsibilities:
- Investigate, prioritize, resolve, and escalate incoming Service Desk tickets.
- Monitor Service Level Agreement (SLA) compliance within the team.
- Ensure timely resolution or escalation of technical issues.
- Provide IT support for hardware and software.
- Perform user account administration across multiple systems.
- Collaborate as part of an international team.
- Review and update the Service Desk knowledge base with accurate processes and procedures.
- Support light hardware operations in the office (equipment handout/returns, inventory updates, and basic repair coordination).
Qualifications:
- At least 2 years of experience in an IT Service Desk role, preferably in an enterprise environment.
- Proficiency in English and Arabic, both written and spoken.
- Strong multitasking skills and ability to manage real-time support issues effectively.
- Proactive approach to delivering high-quality customer service under pressure and independently.
- Experience with Active Directory for user account and distribution list management, including password resets and account unlocks.
- Familiarity with ticketing systems (e.g., ServiceNow).
- In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS.
- Strong expertise in MS Office products.
- Ability to learn new technologies through self-training and technical support resources.
Bonus Skills:
- Capability to work with users of varying technical knowledge.
- Knowledge of networking technologies (TCP/IP, DNS, DHCP).
- ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications.
- Experience with incident monitoring and management systems.
- Scripting and automation skills using tools like PowerShell.
What You'll Get:
- 24 paid volunteer hours annually through the company Cares, plus an additional 4 global VeeaMe Days for self-care.
- Opportunities for professional development through resources such as LinkedIn Learning, O’Reilly, mentoring, and workshops.
Please note: Applications from individuals permanently located outside of Saudi Arabia may be declined. The company is an equal opportunity employer and values diversity in its workforce.
