IT Support Specialist

About ATA7ADAK

ATA7ADAK is a forward-thinking Saudi technology and wellness enterprise dedicated to revolutionizing digital sports and physical wellness ecosystems within the education and corporate sectors. By seamlessly integrating technology, user engagement, and advanced health analytics, the company delivers innovative fitness programs, wellness challenges, and interactive digital experiences. These solutions are meticulously designed to foster healthier, more active communities across schools and organizations, positioning ATA7ADAK as a leader in promoting holistic well-being through digital innovation.

Position Overview

We are seeking a skilled and motivated IT Support Specialist to join our dynamic team in Riyadh. This hybrid, contract-based role offers the flexibility to work remotely while requiring occasional travel to support on-site engagements. The ideal candidate will provide exceptional Level 1 and Level 2 technical support to a diverse user base, including students, parents, teachers, school administrators, and internal teams. Your responsibilities will encompass troubleshooting platform-related issues, managing user accounts, assisting with onboarding processes, and ensuring the seamless operation of the ATA7ADAK platform. This role presents a valuable opportunity for early-career IT professionals to gain hands-on experience in application support, IT operations, and digital platform management within a rapidly expanding technology-driven environment.

Key Responsibilities

• Technical Support: Deliver prompt and effective Level 1 and Level 2 technical assistance through multiple channels, including helpdesk, email, phone, and digital platforms, to resolve user queries and technical challenges.
• User Account Management: Create, configure, and manage user accounts, reset passwords, assign permissions, and process access requests to ensure secure and efficient platform utilization.
• Troubleshooting & Issue Resolution: Diagnose and resolve common web and mobile application issues by adhering to established support protocols, ensuring minimal disruption to user activities.
• Ticket Management: Log, prioritize, and track support tickets using a structured system, providing timely updates and resolutions to maintain high levels of user satisfaction.
• Escalation & Collaboration: Escalate complex technical issues to the Development Team or Infrastructure & Security Engineer when necessary, facilitating swift resolution and continuous improvement.
• Onboarding & Training Support: Assist in the onboarding of new schools, users, and platform activations, ensuring a smooth transition and optimal user adoption.
• Platform Testing & Validation: Participate in platform testing, user acceptance testing (UAT), and validation of new releases to identify potential issues and enhance overall performance.
• Documentation & Knowledge Management: Maintain comprehensive support documentation, FAQs, and knowledge base articles to empower users and streamline support processes.
• Issue Analysis & Improvement: Identify recurring technical issues and propose data-driven recommendations to improve platform functionality, user experience, and operational efficiency.
• Data Confidentiality: Uphold strict confidentiality standards when handling sensitive student, parent, and school data to ensure compliance with privacy regulations and company policies.

Qualifications & Skills

To excel in this role, candidates must meet the following criteria:

• Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a closely related technology discipline.
• Experience: 0–2 years of professional experience in IT Support, Helpdesk, Technical Support, Application Support, or a comparable role is highly desirable.
• Language Proficiency: Fluency in both Arabic and English, with the ability to communicate clearly and effectively in a professional setting.
• Technical Knowledge: A strong foundation in IT fundamentals, operating systems, networking principles, and web/mobile applications.
• Soft Skills: Exceptional communication, interpersonal, and customer service skills, coupled with a proactive and solution-oriented mindset.
• Analytical Abilities: Strong problem-solving and troubleshooting capabilities, with the capacity to manage multiple support requests while maintaining meticulous attention to detail.
• Technical Tools: Familiarity with helpdesk software, ticketing systems, CRM platforms, or issue-tracking tools is considered advantageous.
• Additional Assets: Prior exposure to cloud platforms, databases, system administration, or digital platform management will be viewed as a significant plus.