IT Support Specialist

1 month ago

الرياض, Saudi Arabia Diaverum Full time

IT Support Specialist

**Location**:Riyadh, SA, 3734**Date Posted**:7 Oct 2024**Contract type**:
**General Responsibilities**

**Key Responsibilities**:
**Technical Support**:
- Provide first level support for all IT-related issues, including diagnosing and resolving hardware, software, and network problems for end-users.-
- Install and configure operating systems, particularly Windows 10 and Windows 11, across desktops and laptops in the head office and clinics.
**Help Desk Operation**:
- Manage the IT help desk by responding to and tracking support requests, ensuring timely resolution and maintaining a high level of user satisfaction.-
- Log all relevant incident/service request details, including categorization and prioritization, using a ticketing system.-
- Handle first-line incident/service requests and escalate complex cases to the 2nd line of support when necessary.-
- Keep users informed of their ticket status and progress.**Active Directory Management**:
- Manage and maintain users and groups within Active Directory, ensuring proper user access and permissions.**System Setup & Maintenance**:
- Install PCs using System Center Configuration Manager (SCCM) images, ensuring efficient deployment and consistent configuration across the organization.-
- Provide ongoing system maintenance, including installing patches and updates to ensure system security and performance.-
- System and Network administration:- OS installation, Windows, Linux is plus-
- Assist in managing network operations, including troubleshooting connectivity issues.-
- maintain security protocols, such as user end devices and antivirus software.-
- Help with user access management, including password resets and permissions.**User Training & Support**:

**Documentation & Reporting**:
- Produce and maintain detailed documentation for support issues, system configurations, network setups, and resolutions to facilitate knowledge sharing and future troubleshooting.**Incident Management**:
- Log and track all incidents and service requests in an IT service management system.-
- Escalate unresolved issues to higher-level support teams or external vendors as needed.-
- Ensure timely resolution of incidents and provide status updates to users.**Hardware Support**:
- Assist with the setup, deployment, and maintenance of hardware components, including printers, scanners, and other peripherals.**Required Skills & Experience**

**Operating Systems Expertise**:
- Strong experience in installing, configuring, and troubleshooting Windows 10 and Windows 11 environments.**Networking Skills**:
- Basic knowledge of networking concepts such as IP addressing, VLANs, and wireless network management. Hands-on experience with configuring switches and access points is required.**Technical Troubleshooting**:
- Ability to quickly diagnose and resolve issues related to software, hardware, and networking with mínimal supervision.**Active Directory**:
- Experience managing users and groups within Active Directory, including permissions, access, and security configurations.**Communication & Customer Service**:
- Excellent interpersonal and communication skills to effectively explain technical issues to non-technical users and deliver high-quality customer service.**Problem-Solving**:
- Ability to think critically and handle multiple tasks simultaneously while maintaining a calm demeanor under pressure.**Documentation**:
- Provide guidance and support to users on how to use hardware and software efficiently.
Conduct small training sessions or create documentation to help users understand new systems or processes.**Project Support**:
- Assist in the planning and execution of IT projects, such as system upgrades, migrations, and rollouts.-
- Coordinate with other departments or teams to ensure smooth implementation of new technologies**Asset management**:
- keep asset inventory and logs-
- update time to time changes in the inventory logs.**Education**:
- A degree in Information Technology, Computer Science, or a related field is preferred.-
- Minimum of 2 years of experience in an IT support or help desk role.-
- Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.-
- Basic understanding of network principles and best practices.-
- Familiarity with ticketing systems and remote troubleshooting tools.

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