Technical Support Specialist in Riyadh

Job Responsibilities:

– Provide first‑line technical support to internal teams and external customers, ensuring rapid resolution of hardware, software, and network issues.

– Diagnose, troubleshoot, and resolve technical problems related to telecommunications equipment, IoT devices, and related software applications.

– Document all support cases, steps taken, and resolutions in the ticketing system with clear and concise notes.

– Escalate complex incidents to senior engineers or specialized teams while maintaining continuous communication with the affected parties.

– Collaborate with cross‑functional teams (field engineers, product development, and account management) to reproduce and resolve recurring issues.

– Perform remote configuration, firmware updates, and system health checks for client environments.

– Assist in the creation and maintenance of knowledge‑base articles, FAQs, and standard operating procedures.

– Participate in on‑call rotation and after‑hours support as required to meet service‑level agreements.

– Provide feedback on product improvements based on recurring support trends and customer interactions.

Essential Qualifications

– Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.

– Strong foundational knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs) and telecommunications equipment.

– Proficiency in troubleshooting hardware and software issues, with the ability to reproduce problems in a lab environment.

– Excellent written and verbal communication skills in English; Arabic proficiency is a plus.

– Customer‑focused attitude with a demonstrated ability to handle high‑pressure situations calmly and professionally.

– Familiarity with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.

Desired Experience:

– Minimum of 3 years of hands‑on technical support experience, preferably within the telecommunications or IoT sector.

– Experience supporting a mixed environment of enterprise‑grade devices, IoT gateways, and cloud‑based services.

– Track record of meeting or exceeding SLA targets and handling high‑volume support queues.

Location

Eastern Province, Qasim, Jouf, Hail, Madinah, Makkah, Tabuk, Najran, Jazan, Aseer, Northern Borders.

Salary & Benefits

Annual salary paid in Saudi Riyals (8,000) .

Contract period: 36 Months

Apply though the following link:

https://recruitcrm.io/apply/

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