Technical Support Specialist

About the Position

We are searching for a motivated and client-oriented IT Support Officer to deliver technical assistance throughout Reef Group and its branches. The appointed candidate will play a key role in ensuring the IT systems function seamlessly, promptly solving technical challenges, aiding end users, and preserving a secure, stable IT environment that supports continuous business operations and facilitates digital advancement.

Core Duties

• Deliver first-level technical assistance to staff and retail outlets via ticketing platforms, email, phone, or in-person support.
• Identify and resolve hardware, software, and network issues, escalating more complex cases appropriately.
• Set up, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and additional peripherals.
• Carry out preventive upkeep to maintain optimal IT equipment and infrastructure performance.
• Install, upgrade, and support Windows and macOS OS while ensuring system security and reliability.
• Manage wired and wireless network setups, VPN access, file sharing, and email services.
• Provide assistance for internal business applications such as Google Workspace, ClickUp, and self-service platforms.
• Guide users on system operations, conduct introductory training sessions, and create user manuals as necessary.
• Liaise with third-party vendors regarding hardware servicing, cloud solutions, internet connectivity, and technical aid.
• Track and report on IT support requests, incident resolutions, and service efficiency metrics.
• Engage in disaster recovery and business continuity activities to reduce downtime.

Mandatory Qualifications

• A diploma or bachelor's degree in Information Technology, Computer Science, or related disciplines.
• Between zero and two years' experience in IT Support, Help Desk, or technical assistance capacities.
• Competence in Windows and macOS operating systems.
• Practical experience supporting and troubleshooting Microsoft Dynamics 365 (ERP/CRM).
• Basic networking knowledge including LAN/WAN, Wi-Fi, TCP/IP, and VPN technologies.
• Proven ability to troubleshoot hardware, software, printing devices, and end-user equipment.
• Familiarity with the administration of Microsoft 365 or Google Workspace.
• Excellent problem-solving, communication, and client service capabilities.
• Capability to manage priorities and perform effectively under pressure.
• Proficiency in Arabic and strong English communication skills.

Desirable Credentials

• Certification such as ITIL Foundation.
• Certifications including CompTIA Network+ or Microsoft Certified: Modern Desktop Administrator Associate.
• Experience using IT ticketing tools like ServiceNow, ClickUp, or equivalents.
• Understanding of SLA and incident management and support best practices.

Why Work Here?

Join Reef Group to engage with a forward-thinking company focused on innovation and digital transformation. Benefit from the chance to support a rapidly developing enterprise, work with updated technologies, and play a vital role in providing outstanding IT services that empower employees and the entire business.