IT Support Specialist (L1)

We are looking for a skilled IT Support Specialist (L1) to join our IT support team and ensure smooth day-to-day IT operations and user support.

Key Responsibilities

• Respond to and resolve L1 IT incidents (hardware, software, basic network, account access)
• Log all tickets in the IT ticketing system (integration with Symphony per CL-03, CL-04, and integration sheet
• Escalate unresolved issues to IT Helpdesk Supervisor
• Assist agents with login issues, application errors, printer/peripheral problems
• Perform basic troubleshooting of telephony/softphone issues
• Support onboarding of new users, including access provisioning and workstation setup in coordination with relevant teams

Requirements

Education:

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field

Experience:

• Minimum 2–3 years in IT Helpdesk or Technical Support roles

Certifications (Preferred):

• ITIL Foundation
• CompTIA A+
• Microsoft 365 Fundamentals

Languages:

• Fluent in Arabic and English (bilingual mandatory)

Technical Skills:

• Windows OS troubleshooting
• Microsoft Office support
• Basic networking knowledge
• Active Directory user management
• Basic understanding of VoIP/telephony systems