IT Support Specialist

ROLE OVERVIEW: Provides timely technical support to employees and maintains end-user devices, accounts, business applications and workplace IT services in line with service standards and security procedures. KEY RESPONSIBILITIES: • Receive, log, prioritise, diagnose and resolve incidents and service requests through the approved ticketing system. • Provide user support for desktops, laptops, printers, collaboration tools, business applications and connectivity. • Set up, configure, deploy and maintain devices, user accounts, access permissions and standard software. • Escalate complex or security-sensitive issues to the relevant infrastructure, application or cybersecurity teams. • Maintain accurate asset inventories, ticket notes, knowledge articles and user-support documentation. • Support onboarding and offboarding, device returns, patching and basic security awareness in accordance with policy. Requirements ESSENTIAL REQUIREMENTS: • Experience in service desk, desktop, field or application support aligned with Level 2 end-user and desktop support. • Working knowledge of Windows 11, Microsoft 365, Entra ID/Active Directory, Intune and enterprise ticketing tools. • Strong troubleshooting, customer service, prioritisation and written communication skills. • Ability to follow service-management, access-control and escalation procedures while protecting confidential information. • Professional fluency in English; Arabic desirable. PREFERRED / ADDITIONAL QUALIFICATIONS: • ITIL Foundation, CompTIA A+, Microsoft or other relevant certifications. • Experience with mobile-device management, meeting-room / AV systems, asset management or remote-support tools.