Support Services Specialist📣 Job Ad

About the Role

Tata Consultancy Services (TCS), a global leader in IT services, consulting, and business solutions, is seeking a dedicated Support Services Specialist to join its team in Al Khobar, Eastern Province, Saudi Arabia. This role is essential for providing critical IT support to ensure the seamless operation of clients' technological infrastructure, leveraging TCS's extensive experience in partnering with major businesses worldwide.

As a Support Services Specialist, you will play a key part in resolving IT issues that require hands-on intervention, thereby contributing to the overall efficiency and satisfaction of end-users. This full-time position offers an opportunity to apply your technical expertise within a dynamic and supportive environment.

Key Responsibilities

• Provide in-person IT support for incidents and service requests that necessitate physical intervention.
• Perform operating system (OS) troubleshooting and mobile device troubleshooting for both Android and iOS platforms.
• Execute device setup, configuration, installation, and hardware replacement tasks.
• Address break-fix issues for laptops, desktops, peripherals, and other workplace devices.
• Manage and execute IMAC (Install, Move, Add, Change) activities for IT assets.
• Resolve IT incidents that cannot be addressed remotely by the service desk.
• Offer priority handling and coordination for VIP user support.
• Support meeting room technologies, audio-visual (AV) setups, and provide IT support for events.
• Coordinate effectively with hardware vendors (OEMs) and third-party service providers.
• Conduct walk-in support activities, including password resets, device replacements, and user onboarding/offboarding processes.
• Provide essential "hands and feet" support for LAN/Wi-Fi connectivity, printers, and peripheral devices.
• Maintain and manage asset inventory and stock records, including performing reconciliations.
• Support user onboarding, relocation, and offboarding activities.
• Provide loaner devices and manage spare parts during break-fix scenarios.
• Identify recurring issues and contribute to the knowledge base and shift-left initiatives to improve support efficiency.
• Communicate resolution timelines and status updates clearly to end-users.

Qualifications and Requirements

• Demonstrated strong knowledge of desktop/laptop hardware troubleshooting and OS management.
• Proficiency in understanding network basics, including LAN and Wi-Fi.
• Experience with IMAC activities and endpoint lifecycle management.
• Familiarity with ITSM tools, such as ServiceNow or equivalent platforms.
• Understanding of AV/meeting room support technologies.
• Experience in troubleshooting mobile devices (Android/iOS).
• Ability to provide VIP user support with a high level of professionalism and discretion.
• Skills in maintaining and managing asset inventory and stock records.
• Proficiency in contributing to knowledge base articles and participating in knowledge sharing initiatives.
• Excellent communication skills for effective interaction with users and stakeholders.
• Strong team collaboration abilities to work effectively within a support team.
• Competence in documentation and knowledge sharing practices.

Technical Skills

• Desktop/Laptop Hardware Troubleshooting
• Operating System (OS) Management
• Network Basics (LAN, Wi-Fi)
• Printers and Peripheral Devices Support
• IMAC Activities (Install, Move, Add, Change)
• Endpoint Lifecycle Management
• ITSM Tools (ServiceNow or equivalent)
• AV/Meeting Room Support Technologies
• Mobile Device Troubleshooting (Android/iOS)
• VIP User Support
• Asset Inventory and Stock Records Management
• Knowledge Base Contribution

Role Details

This is a full-time position based in Al Khobar, Eastern Province, Saudi Arabia. The role requires 5-10 years of experience. Candidates should possess a Diploma in Computer Science or a Bachelor's degree in Computer Science. ITIL, MS Certifications, or CCNA Certifications are preferred.