IT Support Specialist

About the role

ATA7ADAK is seeking an IT Support Specialist for a hybrid, contract‑based position based in Riyadh. The role offers flexibility to work remotely while requiring occasional travel and on‑site presence. You will provide Level 1 and Level 2 technical support to students, parents, teachers, school administrators, and internal teams across the ATA7ADAK digital wellness platform.

Key responsibilities

• Deliver Level 1 and Level 2 support via helpdesk, email, phone, and digital channels.
• Create and manage user accounts, password resets, permissions, and access requests.
• Troubleshoot web and mobile application issues following established procedures.
• Log, prioritize, and resolve support tickets, escalating complex cases when needed.
• Assist with onboarding new schools, users, and platform activations.
• Participate in platform testing, user acceptance testing (UAT), and release validation.
• Maintain support documentation, FAQs, and knowledge‑base articles.
• Identify recurring issues and propose improvements to enhance performance and user experience.
• Handle student, parent, and school data with strict confidentiality.

Required profile

• Bachelor’s degree in IT, Computer Science, Information Systems, Software Engineering or related field.
• 0–2 years of experience in IT support, helpdesk, or application support.
• Fluent in Arabic and English with strong communication and customer‑service skills.
• Excellent analytical, troubleshooting, and problem‑solving abilities.
• Ability to manage multiple requests while maintaining attention to detail.

Required skills

• Operating systems
• Networking fundamentals
• Web and mobile application support
• Helpdesk ticketing systems
• User account management
• Cloud platform basics
• Database familiarity
• System administration concepts
• Digital platform experience