Technical Support Specialist

Overview

Reef Group is seeking a committed and customer-oriented Technical Support Specialist in Riyadh, Saudi Arabia. This full-time position focuses on providing IT support to employees and retail branches across the company and subsidiaries. The role demands ensuring seamless IT operations by troubleshooting and resolving technical concerns, maintaining system stability, and supporting the organization's digital growth and business continuity.

Key Duties

• Deliver first-level technical assistance via ticketing systems, emails, phone calls, or in-person support.
• Identify and resolve problems related to hardware, software, and network connectivity, escalating complex cases as necessary.
• Set up, configure, maintain, and troubleshoot various IT equipment including desktops, laptops, printers, and scanners.
• Conduct preventative maintenance to optimize IT infrastructure performance.
• Manage installation, updates, and security of Windows and macOS systems.
• Support wired and wireless network connections, VPN services, file sharing, and email platforms.
• Provide technical help for internal business tools such as Google Workspace, ClickUp, and other self-service software.
• Assist users with system operations, offer basic training, and develop instructional materials as required.
• Liaise with external vendors regarding hardware servicing, cloud solutions, internet service, and technical troubleshooting.
• Track and report on IT service requests and incident handling efficiency.
• Engage in IT disaster recovery planning and business continuity efforts to reduce downtime.

Qualifications

• Diploma or Bachelor's degree in IT, Computer Science, or related discipline.
• 0 to 2 years experience in IT Support, Help Desk, or Technical Support roles.
• Familiarity with Windows and macOS operating systems.
• Hands-on skills supporting and troubleshooting Microsoft Dynamics 365 (ERP/CRM).
• Basic networking understanding including LAN/WAN, Wi-Fi, TCP/IP, and VPN concepts.
• Experienced in troubleshooting hardware, software, printers, and user devices.
• Knowledge of Microsoft 365 or Google Workspace administrative functions.
• Effective problem-solving, communication, and customer service abilities.
• Capable of prioritizing duties and performing under pressure.
• Proficiency in Arabic and good command of English communication.

Preferred Credentials

• ITIL Foundation certification.
• CompTIA Network+ or Microsoft Certified: Modern Desktop Administrator Associate credentials.
• Experience with IT ticketing systems such as ServiceNow or ClickUp.
• Understanding of SLA and incident management best practices.

Why Join Reef Group

By joining Reef Group, you become part of a forward-thinking company dedicated to innovation and digital transformation. This is an excellent opportunity to contribute to a rapidly expanding enterprise, work with cutting-edge technology, and play a vital role in enhancing IT services that support employees and business operations.