IT Support Specialist

About the Company

ATA7ADAK is a Saudi-based technology and wellness organization that focuses on developing digital sports and physical wellness ecosystems tailored for educational institutions and corporate clients. Their platform integrates technology, engagement strategies, and health analytics to empower schools and corporate bodies with fitness programs, wellness contests, and interactive digital tools aimed at fostering healthier and more active communities.

Role Overview

This hybrid contract position located in Riyadh allows for remote work flexibility with occasional travel demands. The IT Support Specialist will deliver Level 1 and Level 2 technical assistance to a diverse user base, including students, parents, educators, school management, and internal teams. Responsibilities include user support, troubleshooting, account management, platform testing, onboarding new educational institutions, and aiding in platform operations to ensure excellent user experience.

Key Responsibilities

• Deliver Level 1 and Level 2 technical support via helpdesk, email, phone, and other digital channels.
• Assist students, parents, teachers, school administrators, and internal users with platform-related technical concerns.
• Administer user accounts, including creation, password resets, permissions, and access authorization.
• Diagnose and resolve common issues in web and mobile applications by following standardized procedures.
• Manage support tickets effectively by logging, prioritizing, and ensuring prompt resolution.
• Escalate complex technical problems to the Development Team or Infrastructure & Security Engineer as necessary.
• Help onboard new schools, activate users, and support platform implementation.
• Participate in platform testing activities such as user acceptance testing and validation for new releases.
• Maintain and update support materials including documentation, FAQs, and knowledge base articles.
• Identify persistent problems and propose enhancements to improve platform functionality and user experience.
• Handle sensitive data related to students, parents, and schools with strict confidentiality.

Qualifications

• Bachelor’s degree in IT, Computer Science, Information Systems, Software Engineering, or related technical disciplines.
• 0 to 2 years of experience in roles such as IT Support, Helpdesk, Technical Support, or Application Support is preferred.
• Proficiency in both Arabic and English languages.
• Strong foundational knowledge of IT concepts including operating systems, networking, and web/mobile applications.
• Excellent communication skills coupled with strong customer service orientation.
• Capable of analytical thinking, troubleshooting, and problem-solving with attention to detail.
• Able to manage multiple support issues simultaneously.
• Familiarity with helpdesk software, ticketing systems, CRM, or issue-tracking platforms is advantageous.
• Exposure to cloud platforms, system administration, databases, or digital platforms adds value.