Technical Support Specialist

About the Role

Reef Group is seeking a proactive and customer-focused Technical Support Specialist to join our IT team in Riyadh, Saudi Arabia. In this full-time position, you will play a pivotal role in ensuring the seamless operation of IT systems across Reef Group and its subsidiaries. Your responsibilities will include providing first-line technical support, resolving hardware and software issues, and maintaining a secure and efficient IT environment to support business continuity and digital transformation initiatives. This role is ideal for a detail-oriented professional with a passion for technology and a commitment to delivering exceptional service.

Key Responsibilities

• Technical Support Delivery: Respond to and resolve technical issues reported by employees and retail branches through various channels, including ticketing systems, email, phone, or onsite assistance, ensuring timely and effective solutions.
• System Maintenance and Troubleshooting: Diagnose and resolve hardware, software, and network-related issues, escalating complex incidents to senior IT staff when necessary. Maintain and troubleshoot desktops, laptops, printers, scanners, and other peripheral devices to ensure optimal performance.
• Operating System and Network Support: Install, configure, and maintain Windows and macOS operating systems while ensuring system security and performance. Support wired and wireless network connectivity, VPN access, file sharing, and email services to facilitate smooth business operations.
• Application and User Support: Provide technical assistance for internal business applications, including Google Workspace, ClickUp, and self-service platforms. Conduct basic training sessions and prepare user guides to enhance user proficiency and reduce support requests.
• Vendor Coordination: Liaise with external vendors for hardware maintenance, cloud services, internet connectivity, and specialized technical support to ensure uninterrupted service delivery.
• Monitoring and Reporting: Track and report on IT service requests, incident resolution, and support performance metrics to identify trends and areas for improvement.
• Disaster Recovery and Business Continuity: Participate in IT disaster recovery planning and execution to minimize service interruptions and ensure business continuity in the event of unforeseen disruptions.

Required Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 0–2 years of hands-on experience in IT Support, Help Desk, or Technical Support roles.
• Strong knowledge of Windows and macOS operating systems, including installation, configuration, and troubleshooting.
• Hands-on experience supporting Microsoft Dynamics 365 (ERP/CRM) systems.
• Basic understanding of networking concepts, including LAN/WAN, Wi-Fi, TCP/IP, and VPN.
• Proven ability to troubleshoot hardware, software, printers, and end-user devices efficiently.
• Familiarity with Microsoft 365 or Google Workspace administration is a plus.
• Excellent problem-solving, communication, and customer service skills with a focus on delivering a positive user experience.
• Strong organizational skills with the ability to prioritize tasks and work effectively under pressure.
• Fluency in Arabic and good English communication skills are essential.

Preferred Qualifications

• ITIL Foundation Certification to align with best practices in IT service management.
• CompTIA Network+ or Microsoft Certified: Modern Desktop Administrator Associate certification.
• Experience using IT ticketing systems such as ServiceNow, ClickUp, or similar platforms.
• Knowledge of SLA management, incident management, and technical support best practices.

Why Join Reef Group?

At Reef Group, we are committed to fostering a culture of innovation and digital transformation. By joining our team, you will have the opportunity to work with cutting-edge technologies, support a rapidly growing business, and contribute to the delivery of exceptional IT services that empower our employees and drive operational excellence. We offer a dynamic work environment, professional development opportunities, and the chance to make a meaningful impact in a forward-thinking organization. If you are a motivated IT professional looking to advance your career while delivering outstanding technical support, we encourage you to apply.