IT Support Engineer Ali & Sons

IT Support Specialist Ensure Seamless Technical Support and System Reliability

We are seeking a proactive and technically skilled IT Support Specialist to provide desk-side support for computer hardware, software, and peripherals to our users and corporate customers. This role ensures efficient IT operations and compliance with Service Level Agreements (SLAs), while maintaining high user satisfaction and adherence to company policies.

I. Purpose
To ensure provision of desk-side computer hardware, software, and peripherals support to users and corporate customers in line with Service Level Agreements and company policies.

II. Job Responsibilities/Accountabilities

Install, test, implement, or decommission cabling, wiring, hardware, and software in accordance with agreed plans and standards.

Perform testing of hardware/software components, resolve malfunctions, and record results for configuration management updates.

Install or remove hardware/software and associated connections using supplied tools and instructions; conduct tests and correct malfunctions.

Document all work as per agreed procedures and assist in evaluating change requests.

Provide support under routine direction, using discretion in resolving minor issues and escalating where necessary.

Interact with colleagues, customers, suppliers, and partners to provide effective IT support and maintain professional relationships.

Plan, schedule, and monitor own work to ensure timely resolution of tasks and requests.

Maintain infrastructure for accurate records and control of IT assets and changes.

Follow agreed procedures to receive user support requests, provide routine advice, and allocate calls to appropriate colleagues for complex issues.

Promptly escalate requests when required and maintain detailed records of actions taken and feedback provided to users.

Ensure health and safety protocols are followed during all technical operations.

III. Position Qualifications

Education
Bachelor s degree in Information Technology, Computer Science, or a related field.

Experience
Minimum 3 years of experience in IT support or a similar technical role.

Technical Qualification

Proficiency in troubleshooting hardware, software, and network issues.

Strong understanding of cybersecurity practices and compliance standards.

Familiarity with ITIL framework and service management tools is preferred.

Languages
Fluency in English is essential; knowledge of Arabic is an advantage.