# IT Support Specialist — Etesalat Innovations

Canonical: https://jobxdubai.com/jobs/li-4479512388-it-support-specialist
Location: Jeddah, Saudi Arabia
Type: full_time · Level: junior
Monthly salary: AED 11,760 to 17,640 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-10-14
Apply: https://www.linkedin.com/jobs/view/it-support-specialist-at-etesalat-innovations-4479512388?_l=en

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## Description

Position Summary
We are seeking a proactive, customer-focused IT Support Specialist with at least two years of experience in desktop or end user support. The role provides first- and second-level technical assistance, resolves hardware, software, connectivity, and access issues, and maintains a reliable end-user computing environment. The successful candidate will deliver timely service, maintain accurate ticket records, and coordinate effectively with specialist support teams.
Key Responsibilities1. End User and Desktop Support
· Provide first- and second-level technical support for employees at offices, branches, and remote locations.

· Diagnose and resolve incidents involving desktops, laptops, workstations, printers, scanners, and other peripherals.

· Install, configure, image, upgrade, and maintain Windows devices and approved business applications.

· Support Microsoft 365 applications, Outlook profiles, Teams, OneDrive, and common productivity tools.

· Provide remote support using approved remote-assistance tools and coordinate on-site visits when required.

· Support macOS, iOS, and Android devices within the organization’s supported environment.
2. Incident and Service Request Management
· Log, categorize, prioritize, update, and close incidents and service requests in the ITSM system.

· Work within agreed service-level targets and communicate progress clearly to users and stakeholders.

· Document symptoms, troubleshooting performed, evidence, resolution details, and user confirmation.

· Escalate unresolved or recurring issues to the appropriate Network, Security, Infrastructure, Application, or vendor team.

· Contribute to knowledge articles, standard operating procedures, and known-error documentation.
3. Hardware, Asset, and Lifecycle Support
· Perform device deployment, replacement, relocation, collection, and refresh activities.

· Validate and support approved RAM, SSD, docking station, monitor, and peripheral upgrades.

· Maintain accurate asset, inventory, assignment, and handover records.

· Coordinate warranty repairs, vendor support, secure data handling, and equipment disposal according to policy.

· Conduct basic device health checks and verify configuration before raising upgrade or replacement requests.
4. Network, Connectivity, and Collaboration Support
· Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and basic TCP/IP connectivity issues.

· Provide basic support for switching and routing-related connectivity and escalate infrastructure faults appropriately.

· Support IP phones, network printers, meeting-room equipment, and audio/video conferencing devices.

· Coordinate with Network and Information Security teams for access, endpoint, and connectivity requirements.
5. Identity, Access, and Endpoint Security
· Assist with Active Directory accounts, password resets, account lockouts, group membership, and access-related issues within delegated authority.

· Support Microsoft 365 user administration and endpoint enrollment where assigned.

· Assist with BitLocker recovery, antivirus or endpoint-protection alerts, security-agent installation, and approved patching activities.

· Follow least-privilege, data-protection, and information-security requirements and report suspected security incidents immediately.
Technical Knowledge and Skills
· Windows 10 and Windows 11 installation, configuration, troubleshooting, and recovery

· macOS and mobile-device support fundamentals

· Microsoft 365 suite, Outlook, Teams, OneDrive, and related productivity applications

· Active Directory user and computer administration

· Microsoft Intune or other endpoint-management platforms (preferred)

· Desktop and laptop hardware diagnosis, installation, maintenance, and upgrades

· Printers, scanners, docking stations, monitors, and peripheral support

· Basic network infrastructure and security concepts, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN

· Basic switching and routing concepts

· Remote support and endpoint diagnostic tools

· IT asset and inventory management

· ITSM/ticketing platforms such as SymphonyAI, ServiceNow, BMC, or equivalent

· Incident, service request, knowledge, and escalation processes; ITIL awareness is preferred
Required Qualifications
· Diploma or bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.

· Minimum two years of experience in End User Support, Desktop Support, Field Support, or Service Desk operations.

· Good written and verbal communication skills in English; Arabic is an advantage.

· Relevant certifications such as CompTIA A+, Microsoft, ITIL Foundation, or equivalent are preferred.
Core Competencies
· Strong customer-service orientation with a professional and respectful approach.

· Analytical troubleshooting and structured problem-solving skills.

· Ability to prioritize multiple incidents and service requests in a fast-paced environment.

· Clear communication, accurate documentation, and effective stakeholder coordination.

· Ability to work independently and collaboratively with cross-functional teams.

· Ownership, reliability, adaptability, and willingness to learn new technologies.

· Ability to support VIP, executive, and business-critical users with discretion and urgency.
Mobility and Work Flexibility
· Willing to relocate to another company location based on business and operational requirements.

· Willing to travel to remote sites, airports, branches, and project locations across the Kingdom when required.

· Available to work rotational morning, evening, and night shifts, including weekends and public holidays, according to the approved schedule.

· Able to provide on-site support during critical incidents, planned deployments, infrastructure activities, and 24/7 operational coverage when assigned.

· A valid driving licence and ability to travel independently are preferred.
Performance Expectations
· Deliver accurate, timely, and user-focused technical support.

· M

## Requirements

Required Qualifications includes: Diploma or bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field; Minimum two years of experience in End User Support, Desktop Support, Field Support, or Service Desk operations; Good written and verbal communication skills in English; Arabic is an advantage; Relevant certifications such as CompTIA A+, Microsoft, ITIL Foundation, or equivalent are preferred.

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