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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationDammam

About the Role

Nova Water, a leading premium bottled water brand in Saudi Arabia, is seeking an Information Technology Support Specialist to join their team in Dammam. This role is integral to maintaining the company's technological infrastructure and ensuring smooth business operations by providing essential IT support to end-users. The IT Support Specialist will be the primary point of contact for all end-user IT-related issues, including hardware, software, network, and enterprise applications. This position is responsible for the timely logging, diagnosis, and resolution of incidents and service requests, delivering both Level 1 and Level 2 technical support in alignment with agreed service levels to maintain a stable, secure, and productive technology environment.

Key Responsibilities

  • Serve as the first point of contact for IT incidents and service requests received via phone, email, ticketing system, and walk-ups.
  • Log, categorize, prioritize, and track all incidents and requests in the IT service management (ITSM) / ticketing tool, ensuring agreed service levels (SLAs) are met.
  • Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, printers, and peripherals.
  • Install, configure, update, and troubleshoot operating systems, Microsoft 365, and standard business applications.
  • Administer user accounts, access, and permissions in Active Directory / Microsoft Entra ID and enterprise applications, following approved request and authorization processes.
  • Provide first-line support for core enterprise applications such as SAP, e-commerce, and service-management platforms, escalating complex issues to specialist teams or vendors.
  • Support corporate telephony, unified communications, and video-conferencing tools, resolving or escalating related issues.
  • Troubleshoot basic network connectivity issues, including LAN, Wi-Fi, and VPN, and escalate to the infrastructure team where required.
  • Set up and onboard new joiners, including hardware provisioning, account creation, software installation, and orientation on IT tools and policies.
  • Maintain the IT asset and software-license inventory, including tagging, tracking, and lifecycle records.
  • Apply security patches, endpoint protection, and antivirus updates in line with IT security policies.
  • Escalate unresolved or complex issues to Level 3 / specialist teams or third-party vendors, and follow through to closure.
  • Create and maintain knowledge-base articles, user guides, and FAQs to promote self-service and reduce recurring issues.
  • Support IT projects, system rollouts, office moves, and end-user training as required.
  • Produce periodic reports on ticket volumes, resolution times, and recurring issues for IT management review.
  • Comply with all company policies, procedures, IT governance standards, and relevant regulatory requirements.
  • Adhere to information security, data protection, and confidentiality requirements at all times.
  • Follow applicable health, safety, and environmental (HSE) guidelines within the work area.
  • Maintain accurate and up-to-date documentation of incidents, service requests, IT assets, and work performed.
  • Contribute to the continuous improvement of IT services, processes, and end-user satisfaction.
  • Perform any other related duties assigned by the line manager within the scope and capacity of the role.

Qualifications and Requirements

  • A Bachelor’s degree or diploma in Information Technology, Computer Science, or a related discipline.
  • 2 to 4 years of experience in an IT helpdesk, desktop support, or end-user support role, preferably within a medium-to-large enterprise.
  • Hands-on experience with Windows operating systems, Microsoft 365, Active Directory, and ITSM / ticketing tools.
  • Practical knowledge of desktop and laptop hardware, printers, and peripheral troubleshooting.
  • Familiarity with basic networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
  • Exposure to enterprise applications, with SAP experience being preferred, and corporate telephony is an advantage.
  • Strong customer-service orientation and excellent communication skills, with the ability to explain technical issues clearly to non-technical users.
  • Ability to prioritize tasks effectively, work under pressure, and manage multiple requests simultaneously while meeting agreed service levels.

Technical Skills and Competencies

  • IT governance standards
  • Information security, data protection, and confidentiality
  • Health, safety, and environmental (HSE) guidelines
  • IT service management (ITSM) / ticketing tools
  • Support for desktops, laptops, mobile devices, printers, and peripherals
  • Operating systems and standard business applications
  • Microsoft 365
  • Active Directory / Microsoft Entra ID
  • Enterprise applications (including SAP, e-commerce, and service-management platforms)
  • Corporate telephony, unified communications, and video-conferencing tools
  • Troubleshooting network connectivity issues (LAN, Wi-Fi, VPN)
  • Hardware provisioning, account creation, and software installation
  • IT asset and software-license inventory management
  • Security patch deployment, endpoint protection, and antivirus updates
  • Escalation to Level 3 / specialist teams and third-party vendors
  • Knowledge base creation and maintenance
  • Support for IT projects, system rollouts, office moves, and end-user training
  • Reporting on ticket volumes, resolution times, and recurring issues
  • Basic networking concepts (TCP/IP, DNS, DHCP)

Additional Information and Preferred Qualifications

The role is based in Dammam, Eastern Saudi Arabia, and is a full-time position. Working proficiency in English is required, with Arabic being an advantage. Professional certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified: Modern Desktop Administrator (MD-102) are considered an advantage.

Requirements

  • Requires 2-5 Years experience

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