Senior Officer - IT Support

About the company:

Almosafer (part of Seera Group) Saudi Arabia’s Leading Travel Company

Elevating the journey for travellers from Saudi Arabia, the region & beyond, while harnessing Seera Group’s 40+ years of expertise, Almosafer supports Saudi Arabia’s vision as a national champion for tourism. Almosafer creates opportunities for outbound, leisure, and religious travel, whilst serving B2C and B2B customers, partners, and suppliers with state-of-the-art travel solutions, a digital-first mindset, and travel advisory.

About the job:

IT Support – Senior officer provides technical help to employees with Network, active directory, email, hardware, software, and IT-related issues. The role focuses on solving technical problems, keeping IT systems running smoothly, and offering guidance on best practices.

Responsibilities:

• Troubleshoot and resolve network issues, including connectivity problems, hardware failures, Wi-Fi and configuration errors.
• Install, configure, and update network hardware such as switches, firewalls and WIFI.
• Respond to and resolve end-user issues related to hardware, software, and network connectivity.
• Troubleshoot and diagnose problems with desktops, laptops, printers and other IT equipment.
• Assist with the installation, configuration, and setup of software applications and IT systems.
• Provide guidance and support for operating systems (Windows and MacOS) and productivity tools such as Microsoft Office, Google Workspace.
• Manage and prioritize incoming support requests through ITSM ticketing tool.
• Provide timely updates and communicate with users regarding the status of their support requests.
• Ensure tickets are resolved within the agreed-upon SLAs.
• Offer remote support to users for troubleshooting and resolving technical issues.
• Use SCCM to diagnose and fix problems without requiring in-person intervention.
• Provide training and guidance to end-users on the use of hardware, software, Wi-Fi and IT systems.
• Create and maintain user manuals, FAQs, and knowledge base articles for common technical issues.
• Ensure end-user systems and software are up to date with the latest patches, updates, and security measures.
• Assist in the installation and configuration of new hardware, software, and IT infrastructure.
• Implement and enforce security policies on end-user devices to ensure data protection and system integrity.
• Work closely with management to improve IT processes, user experience, and customer satisfaction.
• Maintain an inventory of IT hardware and other resources by Tawasol- Asset management.
• Track and manage equipment for end-users, ensuring proper asset management.
• Record and escalate unresolved issues or recurring problems to appropriate technical teams.
• Perform root cause analysis to help prevent future occurrences of common issues.

Profile Requirements:

• A degree in Computer Science and Information Technology.
• 3+ years of experience in IT support or help desk roles.
• Experience with Google email services handling, networking and wifi connections.
• IT certifications Microsoft Certified IT Professional, ITIL, CCNA.
• Strong understanding of operating systems (Windows, macOS), office applications (Microsoft Office, Google Workspace), hardware components, WI-Fi and Network troubleshooting.
• Ability to communicate complex technical issues clearly and concisely to non-technical users.
• Strong analytical skills to troubleshoot and resolve issues efficiently.
• A focus on providing excellent customer service and user experience.
• Ability to manage multiple support requests while adhering to SLAs.
• Ability to work effectively with cross-functional teams and departments.

Being you @ Almosafer:

At Almosafer we strongly believe in diversity and equal opportunities for all candidates.

We do not discriminate based on any characteristic and follow fair employment practices regarding citizenship and immigration status. Join our inclusive work environment.