Senior IT Support Analyst

Position Overview

We are seeking a highly skilled and proactive Senior IT Support Analyst to join our dynamic IT team in Riyadh – Al Olaya. This is a critical role designed to provide exceptional on-site technical support, ensuring seamless operations across the organization. The successful candidate will be responsible for delivering first-level IT assistance, resolving complex technical issues, and maintaining high service standards in alignment with established Service Level Agreements (SLAs). This is a six-month contract position with a target start date of immediately, requiring a commitment to six working days per week on an eight-hour schedule.

Key Responsibilities

The Senior IT Support Analyst will play a pivotal role in maintaining the reliability and efficiency of our IT infrastructure. Your core responsibilities will include:

• First-Level Technical Support: Provide expert troubleshooting and resolution for hardware, software, and network-related issues, ensuring minimal disruption to business operations.
• System Configuration & Maintenance: Install, configure, and maintain computer systems, peripherals, and applications to ensure optimal performance and user productivity.
• Incident Management & Resolution: Respond promptly to IT incidents logged via the ticketing system, diagnose root causes, and implement effective solutions within predefined SLAs. Escalate unresolved issues to specialized IT teams or external vendors as necessary.
• Process Standardization & Improvement: Collaborate with the IT Support Manager to refine and standardize operating procedures, driving continuous improvement in IT service delivery and operational efficiency.
• Policy Compliance & Governance: Adhere strictly to IT policies, security protocols, and governance frameworks to safeguard company data and maintain regulatory compliance.
• Documentation & Reporting: Maintain meticulous records of incidents, resolutions, and procedural updates. Generate insightful reports on support activities, recurring issues, and service trends to inform strategic decision-making.

Qualifications & Skills

To excel in this role, you must possess the following qualifications and experience:

• A Bachelor’s degree in Information Technology or a related field, with a strong foundation in IT principles and practices.
• 4-5 years of hands-on experience in IT support, with a proven track record in resolving technical issues efficiently and effectively.
• In-depth knowledge of Microsoft Windows, Office 365, and basic networking concepts, including TCP/IP, DNS, and DHCP.
• Proficiency in using IT ticketing systems (e.g., ServiceNow, Jira) and remote support tools to streamline incident management and resolution.
• Exceptional analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues under pressure.
• Strong communication and interpersonal abilities to interact effectively with end-users and IT stakeholders at all levels.
• A commitment to delivering high-quality service and maintaining a user-centric approach in all interactions.

Why Join Us?

As a Senior IT Support Analyst, you will have the opportunity to contribute to the success of a forward-thinking organization while developing your technical expertise in a fast-paced environment. This role offers a unique chance to make a tangible impact on IT service delivery, enhance operational efficiency, and support business growth. If you are a dedicated IT professional with a passion for problem-solving and a commitment to excellence, we invite you to apply and become an integral part of our team.