Support Services Specialist (IT Desktop & AV Support)

About the role

The Support Services Specialist provides on‑site IT assistance for hardware, software and AV equipment at TCS facilities in Al Khobar. The role focuses on resolving incidents that require physical intervention, supporting VIP users, and ensuring smooth onboarding and off‑boarding of devices.

Key responsibilities

• Deliver in‑person support for incidents and service requests that need physical handling.
• Troubleshoot operating systems and mobile devices (Android/iOS).
• Set up, configure, install and replace hardware for laptops, desktops and peripherals.
• Perform break‑fix activities and manage IMAC (Install, Move, Add, Change) processes.
• Provide VIP user support with priority handling and coordination.
• Support meeting‑room AV technologies and event‑related IT needs.
• Coordinate with OEMs and third‑party vendors for hardware repairs.
• Handle walk‑in requests such as password resets, device replacements, and onboarding/off‑boarding.
• Maintain LAN/Wi‑Fi, printer and peripheral support (hands‑on).
• Manage asset inventory, stock records and loaner device logistics.
• Identify repeat issues, contribute to knowledge‑base articles and shift‑left initiatives.
• Communicate resolution timelines and status updates to end users.

Required profile

• Diploma in Computer Science or a Bachelor’s degree in Computer Science.
• Relevant certifications such as ITIL and Microsoft/CCNA.
• Excellent communication skills, strong team collaboration and ability to document and share knowledge.

Required skills

• Desktop and laptop hardware troubleshooting.
• Operating system management (Windows, macOS).
• Mobile device troubleshooting (Android, iOS).
• Network basics – LAN and Wi‑Fi.
• Printer and peripheral device support.
• IMAC activities and endpoint lifecycle management.
• Experience with ITSM tools (e.g., ServiceNow).
• AV/meeting‑room support technologies.
• Asset inventory and stock reconciliation.