Support Services Specialist

About the role

The Support Services Specialist provides on‑site technical assistance to end users in Jeddah, ensuring that hardware, software, and networking issues are resolved quickly and efficiently. This role is part of Tata Consultancy Services' IT services team and focuses on delivering high‑quality support for desktops, laptops, mobile devices, and meeting‑room technologies.

Key responsibilities

• Deliver in‑person IT support for incidents and service requests that require physical intervention.
• Troubleshoot operating systems and mobile devices (Android/iOS).
• Set up, configure, install, and replace hardware for desktops, laptops, and peripherals.
• Execute IMAC (Install, Move, Add, Change) activities and manage endpoint lifecycle.
• Handle break‑fix tasks for workplace devices and provide VIP user support with priority handling.
• Support AV and meeting‑room technologies, including event IT setup.
• Coordinate with OEMs and third‑party vendors for hardware repairs and replacements.
• Perform walk‑in support such as password resets, device onboarding/offboarding, and loaner device management.
• Maintain asset inventory, stock records, and contribute to knowledge‑base articles.

Required profile

• Diploma or Bachelor’s degree in Computer Science or a related field.
• Relevant certifications such as ITIL and Microsoft or Cisco (CCNA) preferred.

Required skills

• Desktop and laptop hardware troubleshooting.
• Operating system installation, configuration, and maintenance.
• Basic LAN/Wi‑Fi networking knowledge.
• Printer and peripheral device support.
• Experience with IMAC processes and endpoint lifecycle management.
• Familiarity with ITSM tools (e.g., ServiceNow or equivalent).
• Knowledge of AV/meeting‑room support technologies.
• Mobile device troubleshooting for Android and iOS platforms.