Support Services Specialist

About the role

The Support Services Specialist provides on‑site technical assistance to end users in Riyadh, handling hardware, software, network and AV issues. The role focuses on rapid incident resolution, device lifecycle management and premium support for VIP users.

Key responsibilities

• Deliver in‑person IT support for incidents and service requests that require physical intervention.
• Troubleshoot operating systems and mobile devices (Android/iOS).
• Perform device setup, configuration, installation and hardware replacement for laptops, desktops and peripherals.
• Execute IMAC (Install, Move, Add, Change) activities and manage endpoint lifecycle.
• Resolve incidents that cannot be addressed remotely by the service desk.
• Provide priority support for VIP users and coordinate meeting‑room AV setups.
• Collaborate with hardware OEMs and third‑party vendors.
• Handle walk‑in requests such as password resets, device onboarding/off‑boarding and loaner device management.
• Maintain asset inventory, stock records and perform reconciliation.
• Identify repeat issues and contribute to knowledge‑base and shift‑left initiatives.

Required profile

• Diploma or Bachelor’s degree in Computer Science or related field.
• Relevant certifications such as ITIL and MS/CCNA.
• Strong communication and teamwork abilities.

Required skills

• Desktop and laptop hardware troubleshooting.
• Operating system management.
• LAN/Wi‑Fi networking basics.
• Printer and peripheral device support.
• IMAC lifecycle management.
• Experience with ITSM tools (e.g., ServiceNow).
• AV and meeting‑room technology support.
• Mobile device troubleshooting (Android, iOS).
• Device setup, configuration and hardware replacement.
• Asset inventory management.
• ITIL and CCNA knowledge.