Information Technology Support Technician📣 Job Ad

About the Role

Kaizen Firm is seeking a dedicated Information Technology Support Technician to join its team in Jeddah, Makkah, Saudi Arabia. This full-time position is essential for maintaining the efficiency and integrity of the company's IT infrastructure. The IT Technician will act as the primary point of contact for daily technical support, ensuring prompt resolution of IT-related issues to minimize operational disruptions. The role also involves supporting infrastructure maintenance, system deployments, network administration, and IT security initiatives under the guidance of the IT Manager. The ideal candidate will possess strong technical aptitude, excellent problem-solving skills, and a commitment to providing high-quality user support, offering an opportunity for career growth within a dynamic organization.

Key Responsibilities

• Provide first and second-line technical support for hardware, software, network connectivity, and peripheral device issues.
• Log, prioritize, troubleshoot, and resolve IT support requests within agreed service levels.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, email systems, and collaboration platforms.
• Escalate complex technical issues when necessary, ensuring troubleshooting activities are accurately documented.
• Install, configure, maintain, and troubleshoot workstations, laptops, printers, monitors, and related peripherals.
• Deploy software applications, updates, and patches in accordance with IT policies and licensing requirements.
• Maintain accurate records of IT hardware, software assets, and license inventories.
• Prepare and configure equipment, user accounts, and system access for new employees.
• Assist in maintaining local area networks (LAN), wireless infrastructure, network switches, and connectivity services.
• Monitor network performance and troubleshoot connectivity issues to support uninterrupted operations.
• Support server room maintenance activities, including hardware inspections, cable management, and environmental monitoring.
• Assist with infrastructure upgrades, equipment installations, and technology projects as required.
• Apply operating system updates, security patches, and antivirus updates across end-user devices.
• Monitor backup processes and report failures or irregularities for prompt resolution.
• Support the implementation and enforcement of IT security policies, access controls, and password management standards.
• Report and document cybersecurity incidents or suspicious activities in accordance with established procedures.
• Maintain accurate documentation of IT systems, configurations, asset inventories, and troubleshooting procedures.
• Develop and update user guides, knowledge base articles, and FAQ documents to improve user self-service capabilities.
• Identify recurring technical issues and recommend long-term solutions to improve service quality and operational efficiency.
• Support continuous improvement initiatives within the IT function.

Qualifications and Requirements

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 2-5 years of experience in IT support, technical services, or systems administration.
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory environments.
• Hands-on experience with hardware installation, network troubleshooting, printers, and peripheral devices.
• Familiarity with IT helpdesk ticketing systems and IT service management practices.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and wireless networking.
• Professional certifications such as CompTIA A+, Network+, Microsoft, or equivalent are considered advantageous.
• Strong communication skills in English.
• Arabic language proficiency is preferred.

Required Skills

• IT Helpdesk
• Hardware Support
• Software Support
• Network Connectivity
• Peripheral Devices
• Troubleshooting
• Desktops and Laptops
• Printers and Mobile Devices
• Email Systems and Collaboration Platforms
• Workstation Installation and Configuration
• Software Deployment
• IT Policies and License Management
• Asset Management
• Local Area Networks (LAN) and Wireless Infrastructure
• Network Switches and Performance Monitoring
• Server Room Maintenance
• Infrastructure Upgrades
• Operating System Updates, Security Patches, and Antivirus Updates
• Backup Processes Monitoring
• IT Security Policies, Access Controls, and Password Management
• Cybersecurity Incident Reporting
• Documentation and Knowledge Base Management
• User Guides
• Continuous Improvement
• Windows 10/11
• Microsoft 365
• Active Directory
• IT Ticketing Systems and IT Service Management (ITSM)
• TCP/IP, DNS, DHCP, and Wireless Networking
• Communication

Work Environment

This is a full-time position based in Jeddah, Makkah, Saudi Arabia. The role involves direct technical support and infrastructure maintenance within the company's IT operations.