The IT Support Specialist II will play a vital role in providing on-site IT support to office staff in Riyadh. This position involves troubleshooting software and account issues, handling hardware equipment, and managing support requests submitted through various channels including a ticketing system. The company is the Data and AI Trust Company, specializing in assisting organizations with data resilience and security.
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Location: Riyadh, Riyadh, Saudi Arabia
Work Arrangement: On-site, Full-time
Working Week: Sunday to Thursday, starting at 9:00 AM, with Friday and Saturday off. Occasional flexibility may be required outside standard hours.
Key Responsibilities:
- Act as the first point of contact for IT requests.
- Triaging, prioritizing, and resolving Service Desk tickets within SLA targets.
- Support end-user hardware and software including laptops, desktops, peripherals, printers, and AV equipment.
- Manage hardware asset and software-license records accurately.
- Set up equipment and accounts for new hires and deactivate accounts for departing staff.
- Administer user accounts across multiple systems and support off-site users remotely.
- Keep the Service Desk knowledge base updated with accurate processes and procedures.
- Collaborate effectively as part of an international team.
Expected Qualifications:
- Minimum of 2 years of experience in an IT Service Desk or desktop support role.
- Bachelor's degree in IT, Computer Science, or related field preferred; equivalent practical experience also considered.
- Fluent in English and Arabic (written and spoken) - mandatory.
- Proficient in supporting end-user devices throughout their lifecycle.
- Familiarity with Active Directory and ticketing systems (e.g., ServiceNow).
- Solid understanding of Microsoft Windows (Windows 11), macOS, and Microsoft 365 apps.
- Ability to manage multiple issues simultaneously and work under pressure.
Preferred Skills:
- Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Hands-on experience with Microsoft Exchange, Entra ID, Jamf, or Intune.
- Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft role-based certifications).
- Scripting and automation skills with tools like PowerShell.
The company is an equal opportunity employer and is committed to a diverse and inclusive workplace. All personal information collected during the recruitment process will be handled in accordance with our Recruiting Privacy Notice.
