IT Support Specialist (L1)
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Key skills for this role
About the Role
Provide L1 IT support including hardware, software, network, and account access troubleshooting. Requires 2-3 years helpdesk experience, diploma/degree in IT, and bilingual Arabic/English.
Key Skills for This Role
Responsibilities
- Respond to and resolve L1 IT incidents (hardware, software, basic network, account access)
- Log all tickets in the IT ticketing system
- 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
Requirements
- Diploma or Bachelor’s degree in IT, Computer Science, or related field
- Minimum 2–3 years in IT Helpdesk or Technical Support roles
- Fluent in Arabic and English (bilingual mandatory)
- ITIL Foundation (preferred)
- CompTIA A+ (preferred)
- Microsoft 365 Fundamentals (preferred)
Full Job Posting
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
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