Information Technology Support Specialist

Job Description:

We are looking for a skilled and customer-focused IT Service Specialist to join our IT Operations team. The role is responsible for providing high-quality technical support, ensuring smooth IT operations, and delivering an excellent user experience through effective incident, request, and application support, including sales support applications.

Key Responsibilities:

- Provide first-line and second-line IT support to end-users

- Log, track, and resolve incidents and service requests via the Service Desk Portal

- Ensure SLA compliance and timely issue resolution

- Troubleshoot hardware, software, network, and system issues

- Support business and sales-related applications (Sales application & mobility tools, ERP, Bizom, etc.)

- Act as first point of contact for sales users and sales support applications

- Manage access requests, configurations, and data updates for sales applications

- Maintain IT asset inventory, licenses, and documentation

- Create and update knowledge base articles, FAQs, and user guides

- Follow IT policies, security standards, and data protection requirements

- Collaborate with IT, Sales, and Business teams to resolve recurring issues

Qualifications Required:

- Bachelor's degree in Computer Science, IT, or related field

- Minimum 2 years of experience in IT support or service desk environment

- Strong knowledge of Windows OS, Microsoft Office, and remote support tools

- Basic understanding of information security concepts

- Fluent in English & Arabic

Qualifications Preferred :

- IT certifications (ITIL 4, CompTIA, Microsoft, etc.)

- Experience supporting sales applications or CRM platforms (Salesforce, Bizom, or similar)

- Experience in FMCG or similar business environments