Junior IT Specialist

About the role

The Junior IT Specialist provides first‑line technical support to end users, ensuring the availability and reliability of computer systems, applications, and related technologies. This role works within defined Service Level Agreements, documents incidents, and escalates complex issues to senior staff while maintaining professional communication with all stakeholders.

Key responsibilities

• Act as the initial point of contact for IT‑related incidents and service requests, logging and diagnosing issues in the ticketing system.
• Troubleshoot and resolve user problems on Windows operating systems, O365 applications, printers, and basic hardware within the scope of authority.
• Maintain accurate documentation of actions and resolutions, adhering to SLA timeframes.
• Participate in on‑call or after‑hours support rotations as required.
• Assist in monitoring and managing IT assets, ensuring proper functionality and responsible use.
• Report recurring issues or risks, contributing to continuous service improvement initiatives.
• Support enforcement of IT security guidelines, system recovery procedures, and software licensing compliance.

Required profile

• Strong customer‑service orientation with clear, timely communication skills.
• Ability to follow technical documentation, manuals, and work instructions.
• Willingness to work in a team environment and support the IT Service Delivery team.
• Basic understanding of SLA‑driven IT service delivery.
• Proficiency in English and Arabic, both written and spoken.

Required skills

• Print drivers and print server troubleshooting.
• Windows operating system administration.
• Microsoft Office applications.
• Microsoft 365 (O365) suite.
• Ticketing system usage.
• Basic IT security concepts.
• System recovery procedures.
• Software licensing knowledge.