IT Support Specialist

ATA7

ADAK is a Saudi technology and wellness company specialized in building digital sports and physical wellness ecosystems for the education and corporate sectors. The platform combines technology, engagement, and health analytics to support schools and organizations through fitness programs, wellness challenges, and interactive digital experiences designed to promote healthier and more active communities.

This is a hybrid, contract-based role based in Riyadh, with flexibility to work remotely and travel when required. The IT Support Specialist will provide Level 1 and Level 2 technical support to students, parents, teachers, school administrators, and internal teams, ensuring a reliable and seamless experience across the ATA7

ADAK platform, the role involves user support, troubleshooting, account administration, platform testing, school onboarding, and assisting with the successful operation of the platform.

This role offers an excellent opportunity for early-career IT professionals to develop practical experience in application support, IT operations, and digital platforms within a fast-growing technology environment.

• Provide Level 1 and Level 2 technical support through helpdesk, email, phone, and digital support channels.
• Support students, parents, teachers, school administrators, and internal users with platform-related issues.
• Create and manage user accounts, password resets, permissions, and access requests.
• Troubleshoot common web and mobile application issues following established support procedures.
• Log, prioritize, and manage support tickets while ensuring timely resolution.
• Escalate complex issues to the Development Team or Infrastructure & Security Engineer when required.
• Support onboarding of new schools, users, and platform activations.
• Assist with platform testing, user acceptance testing (UAT), and validation of new releases.
• Maintain support documentation, FAQs, and knowledge base articles.
• Identify recurring issues and recommend improvements to enhance platform performance and user experience.
• Maintain confidentiality when handling student, parent, and school data.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related technology field.
• 0–2 years of experience in IT Support, Helpdesk, Technical Support, Application Support, or a similar role is preferred.
• Fluent in both Arabic and English.
• Strong understanding of IT fundamentals, operating systems, networking, and web/mobile applications.
• Excellent communication and customer service skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to manage multiple support requests while maintaining attention to detail.
• Familiarity with helpdesk, ticketing, CRM, or issue-tracking systems is an advantage.
• Exposure to cloud platforms, databases, system administration, or digital platforms is a plus.