IT Support Specialist

About the Role
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, prioritize, 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.

Requirements

Essential 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, prioritization, 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.