IT Support Analyst

Join Our Team as an IT Support Analyst in Riyadh – Drive Operational Excellence Through Technology

We are currently seeking a skilled and motivated IT Support Analyst to join our dynamic team in Riyadh. In this pivotal role, you will serve as the backbone of our IT infrastructure, delivering exceptional technical support to end users while ensuring the seamless operation of our technology services across multiple offices in the Kingdom. This position is designed for an IT professional who thrives in a fast-paced environment, possesses strong analytical problem-solving abilities, and is committed to delivering outstanding customer service.

Key Responsibilities

As an IT Support Analyst, your core responsibilities will encompass a wide range of technical and operational duties, including:

• Multi-Level Technical Support: Provide first, second, and third-line technical assistance to end users, addressing hardware, software, and system-related issues with efficiency and professionalism.
• Issue Diagnosis and Resolution: Utilize advanced troubleshooting techniques to identify root causes of technical problems and implement effective solutions, minimizing downtime and ensuring business continuity.
• Device Configuration and Deployment: Configure, deploy, and maintain desktops, laptops, smartphones, and associated peripherals to meet organizational standards and user requirements.
• User Onboarding and Account Management: Facilitate the smooth onboarding of new employees by setting up accounts, configuring devices, and providing necessary training and support to ensure a productive start.
• Support Request Management: Prioritize and manage support tickets in alignment with business priorities, ensuring timely resolution and maintaining high levels of user satisfaction.
• Root Cause Analysis and Preventive Measures: Conduct thorough root cause analyses to address recurring issues and implement long-term solutions that enhance system reliability and performance.
• Vendor Coordination: Collaborate with external IT vendors to resolve complex hardware and software issues, ensuring timely procurement, maintenance, and support services.
• IT Asset and Documentation Management: Maintain accurate records of IT assets, including hardware, software licenses, and configurations, while ensuring all documentation is up-to-date and accessible.
• Project and Policy Support: Contribute to IT projects, initiatives, and operational improvements by providing technical expertise, adhering to best practices, and supporting the implementation of new policies and procedures.

Qualifications and Skills

To excel in this role, you should meet the following qualifications and possess the technical expertise required to support our diverse IT environment:

• Educational Background: A Bachelor’s degree in Information Technology, Computer Science, or a related field from an accredited institution.
• Language Proficiency: Fluency in English is essential; proficiency in Arabic is considered a valuable asset in this role.
• Professional Experience: Minimum of three years of hands-on experience in IT Technical Support or a comparable role, with a proven track record of delivering high-quality technical assistance.
• Technical Competencies:
  • In-depth knowledge of Windows environments, including troubleshooting, configuration, and administration.
  • Experience supporting a variety of end-user devices, including desktops, laptops, smartphones, and mobile devices.
  • Familiarity with Microsoft 365 administration, including user account management, email systems, and collaboration tools.
  • Understanding of networking fundamentals, telephony systems, and information security controls to ensure a secure and efficient IT environment.
  • Proficiency in using remote support tools and managing office peripherals such as printers, scanners, and multifunction devices.

Why Choose This Opportunity?

By joining our team, you will play a critical role in supporting a nationally significant initiative that directly contributes to enhancing services and outcomes for citizens across the Kingdom. You will work within a forward-thinking environment where technology is at the heart of operational excellence and service delivery. This role offers the chance to develop your technical skills, collaborate with a talented team of professionals, and make a tangible impact on the success of our organization. We provide a competitive compensation package, opportunities for professional growth, and a supportive work culture that values innovation, collaboration, and continuous improvement.