IT Support Specialist

About this opportunity

The IT Support Specialist is responsible for providing technical support and assistance to users across all business units of BinDawood Holding. This role involves troubleshooting and resolving IT-related issues. Installing and maintaining hardware, software, and providing excellent customer service to internal teams. The IT Support Specialist is essential in ensuring the smooth operation of IT systems in the stores, warehouse and branch offices. Candidate Profile Responsibilities 1. Technical Support and Troubleshooting o Provide first-line support for IT-related issues, including hardware, software, and network problems. o Diagnose and resolve issues related to operating systems, business applications, hardware peripherals, and network connectivity. o Escalate unresolved or complex issues to senior IT staff , vendors or management as necessary. 2. Hardware and Software Maintenance o Install, configure, and software applications, ensuring they are properly licensed and up to date. o Set up and maintain computer hardware (desktops, POS, scales laptops, printers,CCTV etc.), ensuring proper functionality. o Perform routine hardware diagnostics and replace or repair defective equipment. Perform regular operational task as per operations checklist and fix the issues promptly. Ensure the IT Rooms and Cabling closets are always kept tidy. 3. Documentation and Reporting o Maintain detailed records of support requests and issues, including resolutions and follow-ups. o internal knowledge bases with solutions to common problems for future reference. o Prepare periodic reports on IT support issues, trends, and resolutions. 4. Asset Management o Track and manage IT assets, including hardware, software, and licenses. o Ensure that equipment and software are correctly tagged and tracked for asset management purposes. 5. System Configuration and Setup o Assist with the setup of new systems, including software installation, system configuration, and user setup. o Support IT projects that require coordination with other departments or business units. 6. Collaboration with IT Teams o Work closely with the network, systems, and cybersecurity teams to ensure that user support issues are resolved promptly. o Collaborate on IT projects and assist in implementing new technologies or systems. o Participate in Service Improvement process by providing suggestions and feedback. 7. End-User Communication o Provide prompt and courteous support via multiple communication channels, including phone, email, and in-person interactions. o Follow up with users to ensure that their issues are fully resolved and satisfaction is achieved. o Maintain a positive and professional relationship with internal users and other departments. Qualification o Bachelor s degree in computer science, Information Technology, or a related field. o Certifications such as CompTIA A+, ITIL, or relevant IT support certifications are a plus. Required Experiences o Minimum of 2-4 years of experience in IT support or a related role. o Hands-on experience with desktop, laptop, printer, CCTV and peripheral device troubleshooting. Experience with operating systems (Windows,) and common business applications (Microsoft Office, Outlook, etc.). Physical Attributes Patient, approachable, and friendly demeanor when assisting users. Proactive in identifying and solving technical issues. Ability to prioritize tasks in a fast-paced environment. Strong attention to detail and commitment to delivering high-quality service. Minimum Requirements o Strong troubleshooting and problem-solving skills. o Knowledge of computer hardware, software, and networking concepts. o Excellent customer service and communication skills. o Proficient in using IT support tools such as remote desktop, ticketing systems, and monitoring software. o Ability to work effectively both independently and as part of a team. o Attention to detail and strong organizational skills. Working Conditions Full-time, based in Saudi Arabia. Occasional evening or weekend work may be required to handle system updates or urgent support requests. Flexibility in working hours may be necessary depending on business needs and support demands. Flexible in relocating to other region in KSA based on business need.