About the Role

Nahdi Medical Co. is seeking an IT Second Level Support Senior Specialist to join their team in Jeddah, Makkah Region. This full-time position is integral to maintaining efficient IT operations by providing advanced technical assistance and problem resolution for complex issues.

Role Purpose

The primary purpose of this role is to provide advanced technical support and problem resolution for complex issues that are not resolved by the first line of support call center specialists. The specialist will ensure timely and effective resolution of escalated problems, contributing to overall system stability and user satisfaction.

Key Responsibilities

• Investigate and resolve complex technical issues escalated from Level 1 support, ensuring all resolutions adhere to established Service Level Agreements (SLAs).
• Develop deep technical expertise in specific applications, technologies, and systems to resolve issues efficiently, reducing the need for escalation to application teams.
• Collaborate with Level 1 Support by providing updates on ticket resolution status, detailing steps followed, and offering guidance on complex issues.
• Support process improvements to enhance efficiency and effectiveness, working with the department head to identify root causes and implement solutions with the applications department.
• Participate in the testing and piloting phases of IT projects, contributing technical expertise and insights.
• Handle vendor coordination and liaise with external and internal third-level support for advanced support and problem resolution.
• Generate reports on incident trends and conduct root cause analyses to reduce the occurrence of repeated issues.
• Contribute to and maintain an advanced internal knowledge base for the IT support team's reference.
• Collaborate with the applications department team for cases requiring further escalation or support to ensure timely resolution.
• Train and share technical knowledge and experience with the Level 1 support team to build their acumen on frequent tickets and issues.

Required Experience

• A minimum of 2 to 5 years of experience in IT support or a similar technical role.
• Proven track record in investigating and resolving complex technical issues.
• Demonstrated ability to develop and apply deep technical expertise in various IT systems.

Skills and Attributes

• Strong problem-solving and analytical capabilities to identify and address root causes.
• Effective communication and collaboration skills for interacting with various support levels, departments, and external vendors.
• Proactive approach to process improvement and knowledge sharing within the team.
• Ability to manage multiple tasks and prioritize effectively to meet deadlines and SLAs.

Work Environment

This is a full-time position based in Jeddah, Makkah Region. The role involves working within a dynamic IT support environment, collaborating closely with internal teams and external partners to ensure robust technical support operations.