Information Technology Support Specialist📣 إعلان

Role Overview

FNRCO is seeking an experienced and proactive Information Technology Support Specialist to join their team in Riyadh, Saudi Arabia. This full-time role involves overseeing daily IT support operations while providing hands-on technical assistance to end users. The ideal candidate will possess strong technical troubleshooting skills and experience in managing a small IT support team, ensuring high-quality customer service in a fast-paced environment.

Key Responsibilities

• Lead, supervise, and mentor a team of 5 IT support engineers, ensuring efficient service delivery and adherence to Service Level Agreements (SLAs).
• Diagnose and resolve hardware, software, and network-related issues for end users.
• Provide technical support for Windows OS, macOS, laptops, desktops, printers, iPhones, peripherals, and basic network connectivity.
• Install, configure, and maintain computer systems, operating systems, and business applications.
• Perform preventive maintenance, hardware upgrades, repairs, and equipment replacements as required.
• Deliver technical guidance and end-user training to improve IT awareness and system usage.
• Manage support requests through the IT ticketing system, prioritize incidents, and ensure timely resolution within agreed service levels.
• Accurately document incidents, troubleshooting steps, resolutions, and technical procedures.
• Escalate complex technical issues to higher-level support teams when necessary and follow up until resolution.
• Maintain accurate records of IT assets, including hardware inventory, software licenses, and asset lifecycle management.
• Ensure compliance with IT policies, security standards, and operational procedures.
• Continuously identify opportunities to improve IT support processes and enhance user satisfaction.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 4–7 years of experience in IT Support, Help Desk, or Desktop Support.
• At least 2–4 years of team leadership experience.

Technical Expertise

• Strong experience supporting Windows, macOS, laptops, desktops, printers, iPhones, and peripheral devices.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience with ITSM/ticketing tools such as ServiceNow, Jira, Zendesk, Freshservice, or similar platforms.
• Strong knowledge of hardware troubleshooting, software installation, system configuration, and asset management.

Essential Skills

• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication, interpersonal, and customer service skills.
• Ability to prioritize multiple tasks and work effectively under pressure.

Preferred Certifications

• Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft, or Apple certifications are an advantage.