Information Technology Support Specialist- Immediate Joiner

Job Description

Job Purpose:

To provide comprehensive technical support to all staff and systems within the organization, ensuring efficient IT service delivery via cloud solutions with a focus on IT Service Management (ITSM), endpoint management, data backup, and overall infrastructure stability and security.

Key Responsibilities:

• Serve as the primary contact for user support and technical assistance.
• Log, track, and resolve incidents and service requests through cloud-based ITSM tools (e.g., Jira, ManageEngine).
• Ensure adherence to SLA timelines and escalate unresolved issues as needed.
• Support implementation of ITIL processes across the service desk function.

• Deploy, configure, and manage endpoint devices (PCs, laptops, tablets, mobiles) via cloud management tools.
• Monitor compliance and apply security policies via ManageEngine endpoint management tools.
• Handle troubleshooting of device performance, application issues, and connectivity.

• Manage and monitor scheduled backups using cloud-based enterprise tools (e.g., Acronis).
• Conduct routine test restorations and ensure backup policies are enforced.
• Assist in disaster recovery planning and execution using cloud solutions.

• Administer user accounts, groups, and permissions via cloud-based Active Directory and/or Azure AD.
• Manage onboarding/offboarding processes and email account creation.
• Enforce group policy settings and access control measures.

• Provide initial support for LAN/WAN, VPN, and Wi-Fi networks.
• Troubleshoot connectivity issues and escalate complex network incidents to senior engineers.
• Support configuration of switches, routers, and access points.

• Support users with cloud-based Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint).
• Configure and troubleshoot desktop email clients and mobile access.
• Maintain calendars, distribution groups, and shared mailboxes.

• Ensure devices comply with security standards (antivirus, encryption, etc.).
• Assist in the implementation of endpoint protection and patch management via cloud solutions.
• Educate users on security best practices and monitor policy adherence.

• Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.
• Perform basic hardware repairs and coordinate with vendor support when required.

• Maintain accurate records of IT hardware, software, and licenses.
• Tag and track devices throughout their lifecycle.
• Conduct periodic audits and ensure compliance with asset management policies.

• Maintain up-to-date technical documentation, SOPs, and user guides.
• Generate regular reports on ticket trends, endpoint compliance, and backup status.

• Collaborate with internal teams and 3rd party vendors for IT project support.
• Perform any additional tasks assigned by the IT Manager.

Job Requirements

• Bachelor's degree in information technology, Computer Science, or a related field.
• ITIL Foundation certification preferred.
• Certifications in Microsoft Intune, SCCM, Microsoft 365, or Acronis is advantageous.

• Minimum 5years of practical experience in IT support roles.
• Proven experience in ITSM, endpoint management, backup operations, and end-user support.

• Strong troubleshooting and diagnostic abilities.
• Strong understanding of ITIL principles and service desk best practices.
• Familiar with tools like ManageEngine, SCCM, Active Directory, and Office 365.
• Solid communication and interpersonal skills.
• Ability to work independently and manage multiple priorities under pressure.
• Proficiency in English and Arabic.