L1 Technical Support Specialist

About the role

The L1 Technical Support Specialist provides first‑line hardware and software assistance to Alfanar Group employees across Saudi Arabia. Working both on‑site and remotely, you will resolve incidents quickly while maintaining high customer satisfaction and adhering to service level agreements.

Key responsibilities

• Deliver enterprise‑level technical support, diagnosing and fixing hardware and software issues.
• Install, configure and maintain PCs, printers, network/Wi‑Fi, and encryption tools such as BitLocker.
• Support end‑users on Windows and macOS platforms, both on‑site and via remote tools.
• Manage incidents through the ITSM system, ensuring SLA compliance and accurate ticket documentation.
• Assist with roll‑out of new applications and ensure software compliance with corporate policies.
• Create and update knowledge‑base articles and share expertise with the support team.

Required profile

• Minimum 24 months (2 years) of experience in technical or help‑desk support.
• Familiarity with Windows and macOS operating systems.
• Ability to work on‑site and provide remote assistance.
• Strong attention to detail and commitment to SLA adherence.

Required skills

• Technical Support
• Help Desk Technologies
• Encryption Tools (e.g., BitLocker)
• Wi‑Fi / Network configuration
• ITSM incident management
• Incident Management
• Data Security
• Windows OS
• Mac OS

What we offer

• Opportunity to work in a dynamic, multinational environment.
• Exposure to a wide range of IT systems and enterprise applications.
• Professional development and training resources.