Technical Support Specialist; L1​/L2

Apply for Technical Support Specialist (L1/L2)

Location:

الرياض, S01, SA – Full‑time on site.

We are seeking a Technical Support Specialist (L1/L2) to deliver high‑quality, courteous assistance to teachers, students, and administrative staff using our e‑learning systems, mobile apps, and classroom technologies. The role involves troubleshooting, incident resolution, and escalation management while maintaining a strong focus on user satisfaction and data security.

• First‑Line Support (L1):
  Respond to inbound tickets, phone calls, and chat queries; perform basic troubleshooting (login issues, password resets, connectivity problems).
• Second‑Line Support (L2):
  Diagnose more complex problems involving the LMS, mobile applications, video streaming, and peripheral devices; coordinate with development teams for bug fixes.
• Incident Management:
  Log, prioritize, and track incidents in the ticketing system; ensure SLA compliance and timely updates to users.
• Documentation:
  Create and maintain knowledge‑base articles, FAQs, and step‑by‑step guides for common issues.
• User Training:
  Conduct short remote or on‑site training sessions to help users navigate the digital platforms effectively.
• System Monitoring:
  Monitor system health dashboards, perform routine checks, and report any anomalies.
• Security Awareness:
  Enforce best practices for data privacy and account security, in line with Saudi regulations.
• Feedback Loop:
  Relay recurring issues and user feedback to product and development teams for continuous improvement.

• Education:
  
  Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
• Experience:
  
  1–3years of technical support experience, preferably in an educational or SaaS environment.
• Technical
  
  Skills:
  
  Proficient with Windows/macOS operating systems and mobile platforms (iOS/Android). Familiarity with Learning Management Systems (Moodle, Canvas, or similar) and basic networking concepts.
• Experience using ticketing tools (Zendesk, Freshdesk, Service Now) and remote‑support utilities.
• Basic knowledge of SaaS applications, VPNs, and cloud storage services.
• Communication:
  Strong English proficiency;
  Arabic fluency is highly desirable.
• Customer Service:
  Excellent interpersonal skills, patient demeanor, and ability to explain technical concepts to non‑technical users.
• Problem‑Solving:
  Analytical mindset with the ability to troubleshoot step‑by‑step and document resolutions.
• Availability:
  Flexibility to work occasional evenings or weekends to support live training sessions and remote learners.

• Prior experience supporting Arabic‑language e‑learning platforms or religious‑education software.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified:
  Modern Desktop Administrator.

Salary: ﷼١٢٫٠٥لكل ساعة

Location:

على الطريق