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IT Support Specialist

Keywords / Skills : Support, Technical support, Office 365, ITIL, SLAs

Saudi Arabia
3 - 10 years
Posted: 2017-05-12

Saudi Arabia
Real Estate
Software Engineer/ Programmer
High School or Equivalent
Posted On
12th May 2017
Job Ref code
Job Description
Provide level 1 support and ensure resolution of day to day incidents reported by HQ end users and remote users

Use automated tools to maintain PCs and notebooks

Participate in updating IT support processes, scripts, SLAs and OLAs

Escalate to relevant stakeholders (e.g. Business Applications, Technical Support) for level 2 support when needed

Monitor ticket closure and communicate issue resolution to end users

Document all HQ end users tickets raised and update the IT configuration management database (CMDB)

Conduct the deployment of BYOD (Desktop/laptop/phone/tablet etc.) solutions in HQ

Ensure proper security setup of HQ end user desktops/ notebooks and manage IT security issues

Perform tracking, reallocation and disposition of HQ end user IT assets

Develop reports highlighting nature and source of end user support requests, and determining the accountability of complaint and efficiency of resolution

Develop and adhere to IT support policies, processes and procedures

Develop and perform periodic customer satisfaction surveys

Provide Level 1 Training to users on Office 365, following the company' best practice implementation.

Provide regular status updates to the Head of IT Support


Bachelors degree in systems engineering, management information systems, computer science, communications, or related field

Relevant IT Support certifications such as: iET Service Desk Analyst, CompTIA A+, HDI-SCA, Microsoft specialist or others


5+ years of hands-on experience in IT support and helpdesk

Experience with Office 365

Experience in real-estate management/ property management companies is preferred


Experience in IT helpdesk processes and SLAs definition

Strong working knowledge of helpdesk software, databases and remote control

Strong working knowledge of IT support automation tools, processes

Good understanding of infrastructure and applications services

Good knowledge of best-in class policies/ standards (e.g. ITIL)

Effective written and verbal communication skills English and Arabic preferred.

About Company

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