TECHNICAL SUPPORT SPECIALIST-BOUND TO SAUDI ARABIA, Manila

Providing comprehensive technical support (Level 1 & Level 2) to all employees and ensuring the continuous and efficient operation of technical systems and equipment. This includes supporting the technical infrastructure, maintaining devices, printers, and meeting systems, and contributing to enhancing information security and protecting systems from cyber threats to minimize any impact on workflow.

Responsibilities

1. User Technical Support:

Receiving and processing technical support requests (tickets) via phone, email, ticketing system, or in person.

Diagnosing and resolving technical issues related to hardware, software, and operating systems (Windows/macOS).

Providing remote or on-site technical support to users as needed.

Troubleshooting Microsoft 365 application issues (Outlook, Teams, Word, Excel, OneDrive).

Supporting peripheral devices.

2. Mainframe and Network Printers:

Installation, setup, and maintenance of mainframe and network printers.

Troubleshooting printing malfunctions and printer connectivity issues.

Managing print settings and monitoring operational efficiency.

Monitoring consumables (ink, paper, spare parts) and coordinating with suppliers.

3. System and User Management:

Create and manage user accounts and permissions in Active Directory and Azure AD.

Reset passwords and manage access permissions.

Set up and configure new employee devices (onboarding and imaging).

Install and update approved systems, software, and applications.

Add and remove users from email and mailing lists.

4. Networks and Technical Support

Support for basic network issues (LAN/Wi-Fi/VPN).

Troubleshoot internet connectivity and network services.

Coordinate with advanced network teams when needed.

Support for IP phones.

5. Video Conferencing Systems

Setting up and operating video conferencing systems.

Supporting meeting rooms and related equipment (cameras, microphones, monitors, smart boards).

Troubleshooting technical issues during live meetings.

Ensuring system readiness before important meetings.

Supporting Microsoft Teams, Zoom, and Webex platforms.

6. Cybersecurity

Contribute to protecting systems from cyberattacks.

Monitor and report suspicious activities.

Implement company cybersecurity policies.

Regularly update antivirus/endpoint protection software.

Support protection against:

Phishing

Malware & Ransomware

Hacking attempts and cyberattacks

Educate users on cybersecurity fundamentals and password security.

Participate in backup and data recovery when needed.

7. IT Assets Management

Maintain inventory of hardware and software and update asset records.

Record device login and logout with staff.

Monitor software licenses and hardware warranties.

Coordinate with suppliers for maintenance and warranty.

8. Documentation and Reporting

Record all reports and solutions in the ticketing system.

Follow up on tickets until final closure and ensure user satisfaction.

Write user guides for recurring issues.

Prepare periodic reports on outages, recurring problems, and technical support performance.

Submit recommendations for improving the IT infrastructure.

Job Requirements

Academic Qualifications:

Diploma or Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.

Work Experience

3-5 years in technical support.

Experience in central and network printer maintenance.

Experience with Active Directory and Microsoft 365 environments.

Proficiency with ticketing systems such as Jira Service Desk, ServiceNow, Freshdesk, or similar.

Professional Certifications

Required or Preferred:

CompTIA A+

CompTIA Security+

Microsoft Certified: Modern Desktop Administrator Associate

Required Technical Skills

Strong technical problem-solving skills.

Good knowledge of Windows 10/11 and macOS operating systems.

Experience with Microsoft 365 and its basic administration.

Experience with Active Directory and Azure AD.

Good understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).

Experience with video conferencing systems (Teams, Zoom, Webex).

Knowledge of remote support tools (AnyDesk, TeamViewer, Remote Desktop).

Familiarity with information security concepts and protection against cyber threats.

The ability to perform hardware troubleshooting.