IT Support Specialist (Senior)

Overview

This role is tasked with delivering technical support and assistance to users across Fakeeh Care Group. It covers diagnosing hardware, software, and network concerns, managing user accounts, and ensuring smooth everyday IT operations within the healthcare environment.

Primary Duties

• Provide frontline and advanced technical assistance for issues related to hardware, software, and networking.
• Handle service inquiries through telephone, email, ticket systems, or direct interaction.
• Troubleshoot and support various devices including desktops, laptops, mobile devices, printers, and other peripherals.
• Install, set up, and keep software, hardware, and system updates current.
• Assist with IT asset management, inventory oversight, and configuring equipment.
• Record technical problems and their solutions in the service desk knowledge repository.
• Refer difficult issues to senior IT personnel or specialized departments as appropriate.
• Support onboarding and offboarding workflows, including provisioning hardware and account creation.
• Maintain continuous monitoring of system and network performance to ensure operational efficiency.
• Plan, test, and execute system upgrades and integrations of new software applications.
• Supervise system administrators and collaborate with various departments for smooth operations.
• Ensure effective deployment of new applications throughout the organization.
• Keep technical documentation current and well organized for future use.
• Design and implement backup and disaster recovery plans to protect data and systems.
• Establish procedures to maintain security against unauthorized access, disasters, and user errors.
• Create tools, procedures, and training to assist Operations, Client Support, and Systems Development teams.
• Install, configure, and maintain servers and data storage infrastructures.
• Mentor colleagues and educate users on best practices in system administration.
• Stay abreast of emerging technologies and system administration best practices to foster continuous improvement.
• Perform any additional duties assigned within the job scope.

Qualifications and Experience

• Experience: For IT Specialist roles, 0 to 2 years of IT or application support experience within healthcare; for Senior IT Specialist, at least 3 years of similar experience.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Language: Proficient in both spoken and written English, with Arabic language skills preferred.
• Certifications: Preferred credentials include CompTIA A+, HDI-SCA, CHAMP, CITAM, Microsoft Certified: Modern Desktop Administrator Associate, PMP, and ITIL.