IT Support Specialist

About the Role

Etesalat Innovations is seeking an IT Support Specialist to join our team in Makkah, serving locations including Jeddah and Makkah. This full-time role requires 2-5 years of experience in desktop or end-user support, focusing on providing first and second-level technical assistance. The specialist will be responsible for resolving hardware, software, connectivity, and access issues to maintain a reliable end-user computing environment.

Key Responsibilities

• Provide first and second-level technical support for employees across offices, branches, and remote locations.
• Diagnose and resolve incidents related to desktops, laptops, workstations, printers, scanners, and other peripherals.
• Install, configure, image, upgrade, and maintain Windows devices and approved business applications, including Microsoft 365.
• Support macOS, iOS, and Android devices within the organization’s supported environment.
• Log, categorize, prioritize, update, and close incidents and service requests in the ITSM system, adhering to service-level targets.
• Perform device deployment, replacement, relocation, collection, and refresh activities, maintaining accurate asset records.
• Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and basic TCP/IP connectivity issues, escalating infrastructure faults as needed.
• Assist with Active Directory accounts, password resets, group membership, and access-related issues within delegated authority.
• Support BitLocker recovery, antivirus alerts, security-agent installation, and approved patching activities.

Incident and Service Management

The specialist will manage incidents and service requests by logging, categorizing, prioritizing, and resolving them within agreed service-level targets. This includes documenting symptoms, troubleshooting steps, resolution details, and user confirmation. Unresolved or recurring issues will be escalated to appropriate specialist teams, and contributions to knowledge articles and standard operating procedures are expected.

Hardware and Asset Lifecycle Support

This role involves managing the lifecycle of IT assets, from deployment and upgrades to disposal. Responsibilities include validating and supporting approved hardware upgrades, maintaining accurate inventory and assignment records, and coordinating warranty repairs and vendor support. Secure data handling and equipment disposal will be conducted according to company policy.

Network and Security Support

The IT Support Specialist will provide basic support for network connectivity, including LAN, Wi-Fi, and VPN issues, and assist with IP phones, network printers, and meeting-room equipment. The role also involves supporting identity and access management, including Active Directory and Microsoft 365 user administration, and assisting with endpoint security measures such as BitLocker recovery and antivirus alerts. Adherence to least-privilege, data-protection, and information-security requirements is mandatory.

Performance Expectations

• Deliver accurate, timely, and user-focused technical support.
• Meet assigned SLA, quality, documentation, attendance, and shift-adherence requirements.
• Maintain complete and accurate ticket and asset records.
• Follow organizational policies, safety requirements, change controls, and information-security procedures.
• Identify recurring issues and recommend practical service improvements.