IT Support Specialist (Saudi National)

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 cutting-edge technology, user engagement, and advanced health analytics, the company delivers innovative fitness programs, dynamic 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 technology.

Position Overview

We are seeking a skilled and motivated IT Support Specialist (Saudi National) to join our team in Riyadh. This hybrid role offers the flexibility to work remotely while requiring occasional travel to support on-site engagements. The successful candidate will provide comprehensive Level 1 and Level 2 technical support to a diverse user base, including students, parents, teachers, school administrators, and internal teams. Your primary responsibility will be to ensure the seamless operation of the ATA7ADAK platform by resolving technical issues, administering user accounts, and facilitating smooth onboarding processes. This role presents an exceptional opportunity for early-career IT professionals to gain hands-on experience in application support, IT operations, and digital platform management within a dynamic and rapidly expanding technology-driven environment.

Key Responsibilities

• Technical Support Delivery: Provide prompt and effective Level 1 and Level 2 technical support through multiple channels, including helpdesk systems, email, phone, and digital support platforms, ensuring minimal disruption to users.
• User Assistance: Address and resolve platform-related issues for students, parents, teachers, school administrators, and internal stakeholders, maintaining a high standard of service excellence.
• Account Administration: Create, manage, and update user accounts, reset passwords, configure permissions, and process access requests in alignment with organizational policies and security protocols.
• Troubleshooting and Issue Resolution: Diagnose and resolve common technical issues affecting web and mobile applications, adhering to established support procedures and escalation guidelines.
• Ticket Management: Log, prioritize, and manage support tickets efficiently, ensuring timely resolution and maintaining clear communication with users throughout the process.
• Escalation and Collaboration: Escalate complex technical issues to the Development Team or Infrastructure & Security Engineer as needed, fostering a collaborative approach to problem-solving.
• Onboarding Support: Assist in the onboarding of new schools, users, and platform activations, providing guidance and training to ensure a smooth transition and optimal user adoption.
• Platform Testing and Validation: Participate in platform testing initiatives, including user acceptance testing (UAT), to validate new releases and identify potential improvements before deployment.
• Documentation and Knowledge Management: Maintain and update support documentation, FAQs, and knowledge base articles to enhance user self-service capabilities and streamline support operations.
• Continuous Improvement: Analyze recurring issues and trends to recommend enhancements that improve platform performance, user experience, and overall operational efficiency.
• Data Confidentiality: Uphold the highest standards of confidentiality when handling sensitive data related to students, parents, and school partners, ensuring compliance with data protection regulations.

Qualifications and Skills

• Educational Background: Bachelor’s degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a closely related technology discipline.
• Professional Experience: 0 to 2 years of relevant 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 exceptional verbal and written communication skills to interact effectively with a diverse user base.
• Technical Competencies: Strong foundational knowledge of IT principles, operating systems, networking concepts, and web/mobile applications, with a keen ability to troubleshoot technical challenges.
• Soft Skills: Outstanding customer service orientation, analytical thinking, and problem-solving abilities, coupled with the capacity to manage multiple priorities while maintaining meticulous attention to detail.
• Technical Tools: Familiarity with helpdesk systems, ticketing platforms, CRM tools, or issue-tracking software is advantageous. Experience with cloud platforms, databases, system administration, or digital platforms is considered a plus.

If you are a proactive and customer-focused IT professional seeking to make a meaningful impact in a fast-paced technology environment, we invite you to apply and become an integral part of our mission to transform wellness through innovation.