IT Support Specialist

About the Role

United Motors Company is seeking an IT Support Specialist to join their team in Riyadh, Saudi Arabia. This full-time role is responsible for providing Level 1 and Level 2 technical support to employees, ensuring productivity across company devices, Microsoft 365 services, approved software, printers, connectivity, and workplace technology. The specialist manages assigned tickets from acknowledgment to resolution or escalation, maintaining accurate records and supporting employee onboarding and offboarding processes.

Key Responsibilities

• Provide timely Level 1 and Level 2 technical support via Freshservice, telephone, remote-access tools, email, and desk-side assistance.
• Acknowledge, classify, prioritize, investigate, update, and resolve assigned incidents and service requests within applicable service targets.
• Maintain ownership of the requester experience, even when tickets are assigned to specialist teams or external vendors.
• Troubleshoot Windows devices and provide working-level support for macOS, browsers, Microsoft Office applications, printers, scanners, monitors, docking stations, and standard peripherals.
• Support Outlook, Teams, OneDrive, Office activation, shared mailboxes, distribution lists, and common Microsoft 365 user issues.
• Prepare, configure, test, and deploy laptops, desktops, all-in-one devices, monitors, phones, and approved accessories.
• Complete onboarding activities, including hardware allocation, Microsoft 365 setup, software installation, policy synchronization, quality checks, and handover.
• Process approved transfer, role-change, and offboarding tasks, including access changes, asset return, and data ownership handover.
• Maintain accurate asset assignment, stock, warranty, configuration, and return records in inventory or ITSM systems.
• Troubleshoot user-level LAN, Wi-Fi, internet, VPN, printer, and IP telephony connectivity issues.
• Assist with CCTV, access-control, meeting-room, display, and other site-technology incidents by performing first-line checks and routing specialist work.
• Monitor the Freshservice queue, respond to users, update tickets, and complete endpoint and onboarding tasks.
• Support office moves, branch openings, planned changes, scheduled after-hours work, incident escalation, and business continuity activities as required.

Required Experience and Capabilities

Candidates should possess 2-5 years of relevant experience in IT support. The role requires individuals who can communicate clearly and professionally with both technical and non-technical users, demonstrating a service-oriented and patient approach, especially under pressure.

Key Behavioral Attributes

• Ability to organize and prioritize competing incidents, service requests, onboarding tasks, and deadlines effectively.
• Proficiency in structured troubleshooting, recording evidence, and knowing when to escalate issues appropriately.
• Strong sense of ownership for follow-up, ensuring tickets are not left without an owner, next action, or meaningful update.
• Collaborative work style with other IT teams and vendors, while respecting access, security, change, and approval controls.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role involves supporting Head Office and branch users, contributing to their overall productivity.