IT Specialist

JOB PURPOSE:

The IT Specialist plays a key role in supporting the organization’s IT operations by ensuring the smooth functioning of computer systems and related technologies. The purpose of this role is to provide end users with reliable support so they can effectively carry out their daily work tasks.

The position requires the ability to receive, prioritize, document, and resolve help requests raised by end users. This often includes direct hands-on technical assistance, proactive communication, and timely escalation of issues when needed. By maintaining system reliability and user satisfaction, the IT Specialist contributes directly to the overall performance and efficiency of the department.

RESPONSIBILITIES/DUTIES

User Support & Issue Resolution

• Provide first-line support by receiving and accurately diagnosing user incidents, ensuring that problems are clearly understood before initiating corrective actions.
• Resolve issues independently whenever possible and escalate cases promptly to higher support levels if the resolution is beyond the assigned authority or expertise.
• Ensure that all communication with users is carried out in a clear, professional, and service-oriented manner, reinforcing user confidence in the IT function.
• Participate actively in on-call or after-hours support schedules, providing continuity of IT services outside regular working hours.

Service Management

• Adhere to and help enforce established Service Level Agreements (SLAs), ensuring that user requests and incidents are addressed within agreed timeframes.
• Document all actions taken in response to incidents or service requests, maintaining accurate records in the ticketing and tracking systems.
• Assist in managing IT tools, equipment, and resources, ensuring they are maintained in proper working condition and used responsibly.
• Carry out additional duties assigned by the IT Support Supervisor, supporting the team’s overall goals and operational priorities.

Safety Responsibilities

• Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as required within the job role.
• Comply with the requirements of RDMC RQHSE Policy and Safety Management System.
• Be mindful that Safety, Security, and Environmental protection are everyone’s responsibility.
• All staff members are accountable for reporting and intervening in any Safety, Security, or Environmental violations.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

Qualifications

• Bachelor’s degree in computer science, IT, computer engineering, or any related field.
• A strong command of both English and Arabic is required, with fluency in speaking, reading, and writing. Knowledge of French is considered an additional advantage.
• Solid knowledge of Microsoft Office applications and their practical use in a business environment.
• Familiarity with Microsoft Desktop Operating Systems and Windows Server administration is required to effectively support end users.

Knowledge

• A working understanding of computer networking, including the basic configuration and troubleshooting of switches, routers, and wireless access points.
• Familiarity with the operation and maintenance of print drivers, print servers, and multifunction printers.
• Ability to communicate emerging problems or recurring issues to supervisors in a timely and structured manner.
• Demonstrated ability to interpret and work with technical documentation, including work orders, instruction sheets, and system-related manuals.
• Awareness of IT and software assurance practices, including cyber security, system recovery, software licensing, and IT security fundamentals.

Experience

• 3-5 years’ professional experience in an IT support or technician role.
• Hands-on experience in supporting and troubleshooting Windows Operating Systems, O365 Suite of Applications, and general computer hardware.
• Exposure to enterprise applications and systems such as ERP systems, SharePoint, Maximo, and MS O365.
• Experience in monitoring, supporting, and maintaining computers, software applications, and accessories in a professional setting.
• Practical experience working with service delivery based on SLAs, ensuring responsiveness and accountability.

DESIRED BEHAVIORS & EXPERIENCES

• The ability to plan and organize work effectively to meet set deadlines and deliver on commitments.
• A calm and constructive approach when faced with conflict or high-pressure situations, showing resilience and problem-solving ability.
• A proactive, dependable, and disciplined attitude toward assigned tasks, with a willingness to take initiative.
• Strong communication and interpersonal skills, enabling effective collaboration with colleagues, supervisors, and end users.
• A cooperative team spirit that encourages knowledge sharing and mutual support within the IT team.
• Accountability for work outcomes, demonstrating integrity and commitment to service quality in every task undertaken.