{"id":2904676,"url":"https://alion.io/job/umc-it-support-specialist","title":"IT Support Specialist","company":{"id":4451254,"name":"United Motor Group","domain":"umc.com.sa","url":"https://alion.io/company/umc-com-sa","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riyadh, Saudi Arabia"],"countries":["SA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-14T00:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-24T19:36:43Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"High-level Job Purpose Statement\nThe IT Support Specialist provides Level 1 and Level 2 support for employees using company devices, Microsoft 365 services, approved software, printers, connectivity, and workplace technology. The position owns each assigned ticket from acknowledgement through resolution or correct escalation, maintains accurate records in Freshservice, supports onboarding and offboarding, and helps keep Head Office and branch users productive\nThe role does not independently own every network, server, cloud, security, or business application platform. It performs first-line diagnosis, collects evidence, applies approved fixes, communicates with the requester, and routes specialist work to the correct resolver group while retaining follow-up responsibility.\nEssential Duties and Responsibilities\nService Desk and User Support\nProvide timely Level 1 and Level 2 technical support through Freshservice, telephone, remote-access tools, email, and desk-side assistance.\nAcknowledge, classify, prioritize, investigate, update, and resolve assigned incidents and service requests within the applicable service targets.\nMaintain ownership of the requester experience even when a ticket is assigned to a specialist team or external vendor.\nTroubleshoot Windows devices and provide working-level support for macOS, browsers, Microsoft Office applications, printers, scanners, monitors, docking stations, and standard peripherals.\nConfirm the solution with the requester and record meaningful resolution notes before closure.\nMicrosoft 365 Accounts and Access\nSupport Outlook, Teams, OneDrive, Office activation, shared mailboxes, distribution lists, and common Microsoft 365 user issues.\nEndpoint and Employee Lifecycle Support\nPrepare, configure, test, and deploy laptops, desktops, all-in-one devices, monitors, phones, and approved accessories.\nComplete onboarding activities, including hardware allocation, Microsoft 365 setup, approved software such as Adobe and Chrome, policy synchronization, quality checks, and handover or shipment to the employee's branch.\nProcess approved transfer, role-change, and offboarding tasks, including access changes, asset return, mailbox or data ownership handover, and completion evidence.\nMaintain accurate asset assignment, stock, warranty, configuration, and return records in the approved inventory or ITSM system.\nApply approved endpoint standards, updates, security controls, and software configurations, and report exceptions promptly.\nConnectivity and Branch Support\nTroubleshoot user-level LAN, Wi-Fi, internet, VPN, printer, and IP telephony connectivity issues using approved diagnostic steps.\nSupport branch and remote-site readiness by coordinating device delivery, workstation setup, local contacts, site access, vendors, and technical specialists.\nAssist with CCTV, access-control, meeting-room, display, and other site-technology incidents by performing first-line checks and routing specialist work correctly.\nRequired Technical Knowledge\nWindows desktop administration and troubleshooting, with working knowledge of macOS support.\nMicrosoft 365 support, including Outlook, Teams, OneDrive, Office applications, Microsoft Entra ID or Azure Active Directory user administration, authentication, and group membership.\nPC, laptop, all-in-one device, monitor, docking station, printer, scanner, and peripheral installation and troubleshooting.\nNetworking fundamentals, including TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, VPN, and internet links.\nITSM practices and ticket management, preferably using Freshservice or a comparable service-management platform.\nRemote-support tools, and secure handling of company devices.\nCore Operating Activities\nMonitor the Freshservice queue and assigned workload; respond to users; update pending and escalated tickets; complete endpoint and onboarding tasks; check priority alerts; specialist teams; record handovers and resolution notes.\nReview aged, overdue, reopened, and recurring tickets; update knowledge articles; provide updates to the Group IT Support Manager\nAs required: Support office moves, branch openings, planned changes, scheduled after-hours work, incident escalation, equipment shipment, site visits, audits, and business continuity activities\nRequirements\nQualifications\nBatchelor Degree in Computer Science or Information technology or any related major.\n Experience\n2 to 4 years of IT support experience, including at least three years in a comparable Level 1 and Level 2 support role. \nWilling and able to travel to company branches and project sites across Saudi Arabia when required.\n Able to support planned after-hours, weekend, on-call, migration, rollout, or critical-incident activities when formally scheduled.\nRequired Behaviors and Capabilities\nCommunicates clearly, professionally, and respectfully with technical and non-technical users.\nIs approachable, service-oriented, patient, and able to support users under pressure.\nOrganizes and prioritizes competing incidents, service requests, onboarding tasks, site work, and deadlines.\nUses structured troubleshooting, records evidence, avoids unsupported assumptions, and knows when to escalate.\nTakes ownership of follow-up and does not allow tickets to remain without an owner, next action, or meaningful update.\nWorks collaboratively with other IT teams and vendors while respecting access, security, change, and approval controls.","description_format":"text","description_chars":5419,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-20T07:32:24Z"}],"visa":[],"liveness":{"score":72,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.796,"p_room":0.9,"age_days":10,"expected_fill_days":22,"reasons":["conf:2","win:mid"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/umc-it-support-specialist","json_url":"https://alion.io/job/umc-it-support-specialist.json","meta":{"generated_at":"2026-10-24T22:02:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32274,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4451254},"rest":"https://alion.io/mcp/rest/get_company?id=4451254"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fumc-it-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fumc-it-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fumc-it-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/umc-it-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fumc-it-support-specialist"}]}