IT Support Specialist
Riyadh, Saudi Arabia
Full timeOn-site
Job description
About Ektis
Ektis is a boutique financial services consulting firm operating at the heart of the GCC's financial ecosystem. We partner with banks, fintechs, development finance institutions, and public-sector clients to solve their most critical challenges - spanning strategy, commercial growth, risk, payments, and transformation.
Role purpose
Our consultants work under pressure, on client sites, and to tight deadlines. When their technology fails, the engagement stalls. As a Junior IT Support Specialist you are the first line of defence against that-the person colleagues come to when a laptop won't boot the morning of a workshop, when a mailbox stops syncing, or when a new joiner needs to be productive on day one.
You will own first-line (L1) support end to end and grow into second-line (L2) work: diagnosing problems rather than just escalating them, taking on account and device administration, and steadily picking up ownership of parts of our Microsoft 365 and endpoint estate. This is a hands-on role in a small team, which means broad exposure and real responsibility early on.
Key responsibilities
First-line support (L1)
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Serve as the first point of contact for IT issues via ticket, chat, phone, and walk-up, logging every request accurately and keeping requesters informed until resolution.
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Triage and prioritise incoming issues, resolving common problems at first contact and escalating with clear, complete diagnostic notes when needed.
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Provide day-to-day support for laptops, mobile devices and peripherals.
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Handle password resets, MFA registration and recovery.
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Support end users on Microsoft 365-Outlook, Teams, SharePoint, OneDrive-including sync issues, sharing and permissions questions, and everyday how-to guidance.
Second-line support (L2)
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Investigate escalated incidents through to root cause, including Windows and macOS OS-level faults, application conflicts, profile corruption, and network connectivity problems.
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Administer user identities in Microsoft Entra ID: joiner-mover-leaver processes, group membership, conditional-access troubleshooting, and sign-in log analysis.
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Support and troubleshoot managed devices in Microsoft Intune-enrolment, compliance policies, application deployment, and configuration profiles.
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Set up and configure new joiner laptops end to end-enrolment, account, software installation, encryption, and handover-so new starters are productive on day one.
Service quality and security
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Maintain and improve the knowledge base-troubleshooting runbooks, how-to articles, and onboarding guides-so recurring issues get resolved faster.
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Identify recurring incidents and propose permanent fixes rather than repeat workarounds.
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Deliver clear onboarding walkthroughs for new joiners and short training sessions on tools the firm adopts.
Candidate Profile
We look for people who are genuinely curious about how things work, who communicate calmly with a frustrated colleague, and who treat a resolved ticket as a chance to stop the next one happening.
You're a great fit if you are:
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Holder of a bachelor's degree or diploma in IT, computer science, or a related field-or equivalent practical experience.
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Bringing 2+years in a support, helpdesk, or internship capacity; strong personal or academic hands-on experience counts.
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Comfortable with Windows 11 troubleshooting and Microsoft 365 as an end-user platform, with exposure to Entra ID, Intune, or Active Directory.
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Familiar with basic networking concepts-DNS, DHCP, VPN, Wi-Fi troubleshooting-and able to reason through where a fault sits.
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Methodical in diagnosis: you isolate variables, check the obvious first, and document what you tried.
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Patient and clear with non-technical colleagues, translating technical detail into plain language.
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Organized enough to juggle competing requests and judge what's urgent versus what's merely loud.
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Fluent in Arabic and English.
Nice to have: Microsoft certifications (MS-900, AZ-900, MD-102), basic PowerShell scripting, macOS support experience, or familiarity with ITIL service-management practices.
What we can offer you
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Competitive compensation structure
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Comprehensive health-insurance coverage
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Certification sponsorship and a structured path from L1 into L2 and infrastructure work
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Direct mentoring from senior IT staff and hands-on ownership of real systems, not shadowing
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A supportive, entrepreneurial culture with opportunities to grow, innovate, and develop your technical career