IT Support Specialist / (Senior)

Description Job Purpose: Responsible for providing technical assistance and support to end-users within the designated Fakeeh Care entities. This role involves troubleshooting hardware, software, and networking issues, managing user accounts, and ensuring smooth day-to-day IT operations.

Key Responsibilities And Duties

• Provide first- and second-level technical support for hardware, software, and network issues.
• Respond to service requests via phone, email, ticketing system, or in-person.
• Troubleshoot and support desktop and laptop computers, mobile devices, printers, and other peripherals.
• Install, configure, and maintain software, hardware, and system updates.
• Assist in IT asset tracking, inventory management, and equipment setup.
• Document technical issues and solutions in the service desk knowledge base.
• Escalate complex issues to senior IT staff or specialized teams as needed.
• Assist with onboarding and offboarding tasks, including hardware deployment and account setup.
• Continuously monitor the performance and availability of systems and networks to ensure efficient and effective operation.
• Plan, test, and implement upgrades for information systems.
• Integrate new software applications into existing systems.
• Oversee and supervise system administrators, coordinating with different entities to ensure seamless operations.
• Ensure new applications are integrated and deployed efficiently across the business.
• Maintain up-to-date technical documentation, ensuring it is organized and accessible for future reference.
• Develop and implement backup and disaster recovery procedures to safeguard data and systems.
• Develop procedures to maintain security and protect systems from unauthorized use, natural disasters, and user abuse.
• Develop tools, procedures, and training sessions for Operations, Client Support, and Systems Development staff to assist with their work.
• Install, configure, and maintain servers and data storage systems.
• Mentor team members and educate users on system administration best practices.
• Stay updated with emerging technologies and best practices in system administration to ensure continuous improvement.
• Other duties as assigned within the scope of the job.

Requirements

• Experience: IT Specialist: 0–2 years of experience in IT support or application support in a healthcare setting. Senior IT Specialist: Minimum of 3 years of experience in IT support or application support in a healthcare setting.
• Education: Bachelor’s degree in Information Technology, Computer Science, or related field.
• Language: Excellent command of oral and written English and prefer Arabic.
• Licenses / Certifications: Preferred certifications: CompTIA A+, HDI-SCA, CHAMP, CITAM, Microsoft Certified: Modern Desktop Administrator Associate, PMP, ITIL.