About the Role
eSense is seeking a motivated and detail-oriented IT Specialist to join our team in Riyadh, Saudi Arabia. This full-time position is designed for individuals with 0-1 years of experience looking to begin their career in IT support. The IT Specialist will serve as the primary point of contact for users, providing essential first-line technical assistance across various IT domains, including cloud services, on-premises infrastructure, and end-user devices. This role is critical for ensuring the smooth operation of our IT systems through prompt incident response, service request fulfillment, and onsite support.
The successful candidate will be adaptable, possess strong communication abilities, and demonstrate a capacity to manage a diverse range of technologies in both remote and in-person settings. This role offers an opportunity to gain hands-on experience and develop a strong foundation in IT support within a dynamic environment.
Key Responsibilities
- Serve as the initial point of contact for users requiring IT support via phone, email, or the ticketing system.
- Diagnose and resolve Level 1 technical issues related to hardware, software, networks, and cloud services.
- Escalate complex incidents and service requests to appropriate higher-level support teams when necessary.
- Provide direct onsite support for end-user devices, printers, peripherals, and network connectivity issues.
- Assist users with cloud environments, such as Microsoft 365 and Azure, including account access, configuration, and basic troubleshooting.
- Maintain accurate and comprehensive documentation of reported issues, troubleshooting steps, and resolutions within the IT service management system.
- Participate in routine IT maintenance tasks, including patching, software updates, backup procedures, and system checks.
- Collaborate effectively with cross-functional IT teams to ensure the timely and efficient delivery of IT services and support.
- Engage in continuous learning and knowledge sharing to stay updated with emerging IT technologies and best practices in support.
- Promote and enforce IT security and compliance best practices during all support activities.
Qualifications and Requirements
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 1-2 years of experience in IT support or helpdesk roles is preferred.
- Basic knowledge of operating systems including Windows, macOS, and Linux.
- Familiarity with cloud platforms such as Microsoft 365, Azure, or equivalent.
- Understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, and VPN.
- Hands-on experience with common IT hardware, including laptops, desktops, printers, and various peripherals.
- Strong problem-solving and troubleshooting abilities.
- Excellent verbal and written communication skills.
- A strong customer service orientation with a commitment to user satisfaction.
- Ability to effectively prioritize tasks and manage time efficiently.
Technical Skills and Competencies
- Cloud Services (Microsoft 365, Azure)
- On-premises Infrastructure Support
- End-user Devices Support
- Hardware and Software Troubleshooting
- Network Troubleshooting (TCP/IP, DNS, DHCP, VPN)
- Operating Systems (Windows, macOS, Linux)
- IT Service Management
- Patching and System Updates
- Backup Procedures and System Checks
- IT Security Principles and Compliance Awareness
Additional Information
Certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or ITIL Foundation are preferred but not required.
Work Environment Details
This is a full-time position based in Riyadh, Saudi Arabia. The role requires onsite presence and interaction with users.
