About the3. Job Purpose:
The position is responsible for providing technical support, troubleshooting, and maintenance for an company's hardware, software, and network systems. The role involves assisting employees with technical issues, ensuring the smooth operation of IT systems, and resolving problems efficiently to minimize downtime.

Key Responsibility areas & activities

Technical Support
‒ Respond to technical support requests from employees in person, via email, or over the phone.
‒ Diagnose and resolve hardware, software, and network-related issues.
‒ Provide end-user support for IT systems, including operating systems, applications, and peripherals.
‒ Assist in installing, configuring, and maintaining hardware (e.g., desktops, laptops, printers, tablets, scanners).
‒ Follow established IT support procedures and Service Level Agreements (SLAs) to ensure efficient service delivery.
‒ Coordinate with Bahrain Helpdesk team reg. end user device security policies and standards
‒ Coordination with external vendors for IT infrastructure installation at KSA offices
System Maintenance
‒ Perform routine maintenance and updates on computers, servers, and software to ensure optimal performance.
‒ Monitor and troubleshoot network systems, including Wi-Fi, LAN, and VPN connections.
‒ Ensure connectivity only to authorized staff and exceptions are approved
User Training and Documentation
‒ Train employees in the proper use of IT systems, software, and tools.
‒ Provide step-by-step guidance to users on resolving common technical issues.
‒ Document support interactions, resolutions, and procedures in the knowledge base.
Hardware and Software Management
‒ Assist in the procurement, setup, and deployment of new IT equipment.
‒ Liaising with Vendors for RFPs as per the IT standardization and policies
‒ Ensure adherence of software procurement, licensing and subscription with approvals
IT Security
‒ Support the implementation of IT security protocols and best practices.
‒ Ensure rollout of Security updates for end-user devices as per company standards
‒ Report to Bahrain HO reg. anomalies and exceptions periodically
Collaboration and Escalation
‒ Work closely with other IT team members, such as system administrators or network engineers, to resolve complex issues.
‒ Provide periodic updates to Bahrain Helpdesk head on IT tickets statuses
‒ Escalate unresolved technical problems to higher-level support or external vendors as needed.
‒ Collaborate with vendors to ensure timely repair or replacement of equipment.
Emergency and After-Hours Support
‒ Respond to urgent technical issues outside of regular working hours when required.

5. Key Performance Indicators (KPI’s):
‒ Response time to technical support requests.
‒ Resolution time for IT issues.
‒ Uptime and reliability of IT systems and networks.
‒ Employee satisfaction with IT support services.
‒ Compliance with IT security protocols and policies.

Role:
We are seeking a motivated IT Support Specialist to join our team in Al Khobar. In this role, you will provide technical assistance, troubleshoot infrastructure issues, and ensure reliable network and server performance to support business operations.

Responsibilities:
Provide Tier 1 and Tier 2 support for end users and infrastructure
Install, configure, and maintain MS Windows Server 2016 environments
Manage user accounts, group policies, and permissions in Active Directory
Troubleshoot and resolve network issues involving LAN, Wi-Fi, and VPN connectivity
Handle incident and service requests using ServiceNow and track tasks in Jira
Collaborate with cross-functional teams to implement system updates and patches
Document support procedures, system configurations, and network diagrams
Escalate complex issues to senior engineers and follow up on resolution status

Required Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or related field
2 to 8 years of hands-on experience in IT support or network administration
Proficiency in MS Windows Server 2016 administration
Strong knowledge of Active Directory user and group management
Experience using ServiceNow for ticketing and incident management
Familiarity with Jira issue tracking and workflow processes
Solid understanding of LAN, Wi-Fi, and VPN troubleshooting techniques
Excellent problem-solving abilities and customer-oriented communication skills
Fluent in English, both written and spoken

Preferred Qualifications:
ITIL Foundation certification
Cisco CCNA or equivalent networking certification
Experience supporting multinational or enterprise IT environments
Proficiency in Arabic language

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