Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction
Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients expectations.
Job Summary/Objective
The Technical Support specialist is responsible for providing high-quality technical support to customers through various channels, including phone, email, and chat. This role involves troubleshooting technical issues, resolving inquiries, and ensuring customer satisfaction. The Technical Support Specialist will also present and demonstrate Alnafitha's services, deliver training, and assist in maximizing clients investments in technology.
Key Responsibilities:
- Customer Support
- Address customer inquiries and resolve technical issues promptly to ensure customer satisfaction and maintain trust by utilizing ticketing system to prioritize requests, follow up and ensure timely resolutions
- Handle initial customer support requests and accurately identify problems to streamline the support process and ensure efficiency
- Presentations and Demonstrations
- Showcase services to potential clients through presentations and demonstrations to attract new customers and help them understand the value of alnafitha's offerings
- Develop detailed scopes of work and low-level technical specifications based on client requirements to ensure clarity and alignment between client needs and technical deliverables
- Troubleshooting and Issue Resolution
- Identify and resolve software, hardware and network issues to minimize downtime and maintain system functionality for clients
- Address challenging technical issues and manage difficult customer interactions to uphold service quality and enhance customer satisfaction
- Escalate complex issues to higher-level support or Vendors when necessary to ensure efficiency and effectiveness
- Compliance & Security
- Follow IT security best practices to protect customer data and company systems.
- Ensure compliance with company policies and industry standards.
- Proactive and Reactive Services
- Perform risk assessments, health checks and code reviews for clients to identify potential issues before they escalate and ensure optimal system performance by scheduling regular check-ins with clients and use assessment tools to evaluate system health
- Provide reactive and 24x7 support for critical situations to address urgent customer issues and maintain service reliability
- Workshops and Training
- Provide training for clients to enhance their knowledge of products and service to empower clients to use the products effectively and maximizing their value by creating training materials and conducting hands on workshops
- Provide customized support for specific client issues as they arise to address unique customer needs and enhance their experience
- Documentation and Content Development
- Deliver solutions-related documentation, including user manuals and scope of work to provide clients with clear instructions and guidelines for using Alnafitha's services
- Participate in building Alnafitha's technical content library, including knowledge base articles and other technical resources to enhance self-service support options for clients and improve internal resources
- Customer Advocacy and Experience Improvement
- Act as a customer advocate within Alnafitha, enhancing the overall customer experience.
- Representation and Networking
- Assist in representing Alnafitha at seminars, conferences, and technical or marketing events to promote the company's services and network with potential clients
Qualifications
- Education: Bachelor's degree in computer science or a related field.
- Experience: 2-4 years of experience in technical support or a related role, with a focus on software and systems troubleshooting.
- ITIL Foundation (Must)
- Relevant certifications such as MCSE, MCSA, and MCSD are preferred.
- Proficiency in Microsoft technologies and general IT infrastructure concepts.
- Experience in troubleshooting integrated technologies and strong knowledge of networking principles (DNS, TCP/IP).
- Familiarity with scripting languages and support tools for troubleshooting.
EQUAL EMPLOYMENT OPPORTUNITY COMMISSION:
Alnafitha IT is an Equal Opportunity Employer and does not discriminate based on race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Alnafitha IT also takes affirmative action to employ, and advance in employment, qualified women, minorities and diversity representations. Alnafitha IT also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Saudi and Egyptian employment laws.
