IT Technical Support

About the Role

Join Riyadh Cables Group, the premier manufacturer of electrical wires and cables in the MENA region, as an IT Technical Support Specialist. In this pivotal role, you will serve as the first point of contact for end-users, ensuring seamless technical assistance and maintaining the integrity of our IT infrastructure. Your expertise will be instrumental in supporting hardware, software, and network systems, contributing to the efficiency and sustainability of our operations across infrastructure, energy, and industrial sectors.

Key Responsibilities

As an IT Technical Support Specialist, you will be responsible for delivering exceptional first-line support to end-users while ensuring the smooth operation of our IT systems. Your duties will encompass a wide range of technical and administrative tasks, including:

• Technical Support: Provide prompt and effective resolution to hardware, software, and network-related issues reported by end-users. Address system errors, connectivity problems, and application malfunctions through remote or on-site troubleshooting.
• System Maintenance: Perform routine system checks, updates, and backups to maintain optimal performance. Monitor system health proactively to identify and resolve potential issues before they escalate. Install, configure, and update operating systems, applications, and security software, while ensuring peripheral devices such as printers and scanners function seamlessly.
• User Management: Create, manage, and deactivate user accounts in alignment with company policies. Assist users with password resets and access control issues, and provide training to enhance their proficiency in utilizing IT resources effectively.
• Network Support: Collaborate with the network administration team to maintain network hardware, including routers, switches, and wireless access points. Troubleshoot basic network connectivity problems and support the implementation of network changes and upgrades.
• Documentation and Reporting: Maintain comprehensive records of technical issues, solutions, and resolutions for future reference. Keep an updated inventory of IT equipment and software licenses, and generate regular reports on system health and support activities.
• Collaboration and Projects: Participate in IT projects, such as system migrations, hardware rollouts, and software implementations. Work closely with team members to enhance IT processes and improve the overall user experience.

Qualifications and Requirements

To excel in this role, you should possess the following qualifications and experience:

• An associate degree in information technology, computer science, or a related field.
• 2 to 5 years of proven experience in an IT support role, demonstrating a track record of resolving technical issues efficiently.
• Relevant certifications such as CompTIA A+, Network+, Microsoft 365, or ITIL are advantageous.
• Familiarity with desktop operating systems, including Windows, macOS, and Linux.
• A basic understanding of networking principles and protocols.

Skills and Technical Knowledge

We are seeking a candidate with a strong technical foundation and exceptional interpersonal skills. The ideal candidate will exhibit:

• Problem-Solving and Troubleshooting: A keen ability to diagnose and resolve technical issues with efficiency and accuracy.
• Communication and Interpersonal Skills: Excellent verbal and written communication skills to interact effectively with end-users and team members.
• Task Management: The capacity to prioritize and manage multiple tasks in a dynamic environment.
• Technical Proficiency: Experience with remote support tools, ticketing systems, Microsoft Office 365, Active Directory, and basic networking. Knowledge of antivirus tools, backup solutions, and security protocols is essential.
• Hardware Expertise: Hands-on experience with hardware repairs and replacements to ensure minimal downtime for end-users.

Riyadh Cables Group is an equal opportunity employer that values diversity and fosters a dynamic work environment. If you are passionate about technology and committed to delivering outstanding IT support, we invite you to apply and become a part of our innovative team.