IT Support Technician
مفيد | MUFEED
Date: 3 weeks ago
City: Riyadh
Contract type: Full time
Job Summary
The IT Support Technician is responsible for preparing and securing employee devices, ensuring compliance with cybersecurity standards, configuring user accounts and software, supporting network equipment, and operating display systems. The technician provides technical assistance to end users to ensure smooth and efficient workflow across the organization.
Key Responsibilities
Prepare and secure employee devices (Security Hardening) and ensure proper enrollment in Active Directory.
Create and configure user accounts across all systems and applications and install required software.
Configure And Maintain Network Devices, Including
Switches
Routers
Access Points
IP Phones
Biometric Attendance Devices
Operate And Manage Display And Presentation Screens Using
MagicInfo
Epson
Ideashare
Provide Technical Support For Issues Related To
Email services
Hardware malfunctions
Software troubleshooting
Network connectivity
Log and document incidents and service requests in the Ticketing System.
Perform regular updates and maintenance for systems and devices to ensure security and stability.
Assist in IT infrastructure projects in coordination with the technical team.
Maintain confidentiality of information according to cybersecurity policies and organizational standards.
Education
Required Qualifications:
Diploma or Bachelor's degree in Information Technology, Computer Science, Network Engineering, Cybersecurity, or a related field.
Experience
1–3 years of experience in IT support or network operations.
Hands-on experience with device configuration, network tools, and troubleshooting.
Technical Skills
Strong knowledge of Windows OS and Active Directory.
Good understanding of LAN/Wi-Fi network setup and configuration.
Experience using and managing display systems (MagicInfo, Epson, Ideashare).
Basic understanding of cybersecurity and device protection standards.
Strong troubleshooting and analytical skills.
Soft Skills
Excellent communication skills.
Ability to prioritize tasks and work under pressure.
High attention to detail and commitment to quality.
Strong customer service orientation.
Key Performance Indicators (KPIs)
Incident Resolution Time:
Average ticket closure time (SLA) not exceeding 24–48 hours.
User Satisfaction Score
Achieve at least 90% satisfaction in support surveys.
Device Configuration Quality
100% adherence to security and configuration standards.
At least 95% reduction in configuration-related issues.
Network & Equipment Availability
Reduce technical downtime by at least 80%.
System And Device Updates
Maintain 100% compliance with scheduled updates.
Reduction Of Recurring Issues
Decrease repeated incidents for the same issue by 30%.
The IT Support Technician is responsible for preparing and securing employee devices, ensuring compliance with cybersecurity standards, configuring user accounts and software, supporting network equipment, and operating display systems. The technician provides technical assistance to end users to ensure smooth and efficient workflow across the organization.
Key Responsibilities
Prepare and secure employee devices (Security Hardening) and ensure proper enrollment in Active Directory.
Create and configure user accounts across all systems and applications and install required software.
Configure And Maintain Network Devices, Including
Switches
Routers
Access Points
IP Phones
Biometric Attendance Devices
Operate And Manage Display And Presentation Screens Using
MagicInfo
Epson
Ideashare
Provide Technical Support For Issues Related To
Email services
Hardware malfunctions
Software troubleshooting
Network connectivity
Log and document incidents and service requests in the Ticketing System.
Perform regular updates and maintenance for systems and devices to ensure security and stability.
Assist in IT infrastructure projects in coordination with the technical team.
Maintain confidentiality of information according to cybersecurity policies and organizational standards.
Education
Required Qualifications:
Diploma or Bachelor's degree in Information Technology, Computer Science, Network Engineering, Cybersecurity, or a related field.
Experience
1–3 years of experience in IT support or network operations.
Hands-on experience with device configuration, network tools, and troubleshooting.
Technical Skills
Strong knowledge of Windows OS and Active Directory.
Good understanding of LAN/Wi-Fi network setup and configuration.
Experience using and managing display systems (MagicInfo, Epson, Ideashare).
Basic understanding of cybersecurity and device protection standards.
Strong troubleshooting and analytical skills.
Soft Skills
Excellent communication skills.
Ability to prioritize tasks and work under pressure.
High attention to detail and commitment to quality.
Strong customer service orientation.
Key Performance Indicators (KPIs)
Incident Resolution Time:
Average ticket closure time (SLA) not exceeding 24–48 hours.
User Satisfaction Score
Achieve at least 90% satisfaction in support surveys.
Device Configuration Quality
100% adherence to security and configuration standards.
At least 95% reduction in configuration-related issues.
Network & Equipment Availability
Reduce technical downtime by at least 80%.
System And Device Updates
Maintain 100% compliance with scheduled updates.
Reduction Of Recurring Issues
Decrease repeated incidents for the same issue by 30%.
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