The IT Support
Specialist is responsible for providing technical support and assistance to
users across all business units of BinDawood Holding. This role involves troubleshooting
and resolving IT-related issues. Installing and maintaining hardware, software,
and providing excellent customer service to internal teams. The IT Support
Specialist is essential in ensuring the smooth operation of IT systems in the
stores, warehouse and branch offices.

Candidate Profile

Responsibilities

1. Technical Support and
Troubleshooting

o Provide
first-line support for IT-related issues, including hardware, software, and
network problems.

o Diagnose
and resolve issues related to operating systems, business applications,
hardware peripherals, and network connectivity.

o Escalate
unresolved or complex issues to senior IT staff , vendors or management as
necessary.

2. Hardware and Software
Maintenance

o Install,
configure, and software applications, ensuring they are properly
licensed and up to date.

o Set
up and maintain computer hardware (desktops, POS, scales laptops, printers,CCTV
etc.), ensuring proper functionality.

o Perform
routine hardware diagnostics and replace or repair defective equipment.

• Perform regular operational task as per
  operations checklist and fix the issues promptly.
• Ensure the IT Rooms and Cabling closets
  are always kept tidy.

3. Documentation and Reporting

o Maintain
detailed records of support requests and issues, including resolutions and
follow-ups.

o internal knowledge bases with solutions to common problems for future
reference.

o Prepare
periodic reports on IT support issues, trends, and resolutions.

4. Asset Management

o Track
and manage IT assets, including hardware, software, and licenses.

o Ensure
that equipment and software are correctly tagged and tracked for asset
management purposes.

5. System Configuration and Setup

o Assist
with the setup of new systems, including software installation, system
configuration, and user setup.

o Support
IT projects that require coordination with other departments or business units.

6. Collaboration with IT Teams

o Work
closely with the network, systems, and cybersecurity teams to ensure that user
support issues are resolved promptly.

o Collaborate
on IT projects and assist in implementing new technologies or systems.

o Participate
in Service Improvement process by providing suggestions and feedback.

7. End-User Communication

o Provide
prompt and courteous support via multiple communication channels, including
phone, email, and in-person interactions.

o Follow
up with users to ensure that their issues are fully resolved and satisfaction
is achieved.

o Maintain
a positive and professional relationship with internal users and other departments.

Qualification

o Bachelor s
degree in computer science, Information Technology, or a related field.

o Certifications
such as CompTIA A+, ITIL, or relevant IT support certifications are a plus.

Required Experiences

o Minimum
of 2-4 years of experience in IT support or a related role.

o Hands-on
experience with desktop, laptop, printer, CCTV and peripheral device
troubleshooting.

Physical Attributes

Patient,
approachable, and friendly demeanor when assisting users.

Proactive
in identifying and solving technical issues.

Ability
to prioritize tasks in a fast-paced environment.

Strong
attention to detail and commitment to delivering high-quality service.

Minimum Requirements

o Strong
troubleshooting and problem-solving skills.

o Knowledge
of computer hardware, software, and networking concepts.

o Excellent
customer service and communication skills.

o Proficient
in using IT support tools such as remote desktop, ticketing systems, and monitoring
software.

o Ability
to work effectively both independently and as part of a team.

o Attention
to detail and strong organizational skills.

Working Conditions

Full-time,
based in Saudi Arabia.

Occasional
evening or weekend work may be required to handle system updates or urgent
support requests.

Flexibility
in working hours may be necessary depending on business needs and support
demands.

Flexible
in relocating to other region in KSA based on business need.