IT Support Specialist (Arabic & English)

Our managed IT clients call, email or walk in when something isn't working, a printer that won't connect, a login that got locked, a server that's slow. You're the person who answers first, figures out what's actually wrong, and either fixes it on the spot or gets it to the right person.

This is a front-line support role, so most of your day is direct contact with people who are frustrated because something broke. You'll troubleshoot by phone and remote session, and go on site to client offices around Amman when a problem needs hands on a machine. Every ticket gets logged clearly enough that a colleague could pick it up cold if you're out.

What you'll be doing

• Taking incoming support requests by phone, email and ticketing system, and triaging what's urgent
• Diagnosing and resolving issues with hardware, software, user accounts and basic network connectivity
• Escalating anything beyond first-line scope to the network and engineering teams, with clear notes on what you already tried
• Visiting client sites when remote troubleshooting isn't enough
• Keeping documentation and ticket records accurate, since they're what the next shift and the client both rely on

What we're looking for

• Fluent Arabic and English, spoken and written, since you'll be dealing with clients in both
• Practical experience troubleshooting Windows, common office software and basic networking (Wi-Fi, printers, VPN clients)
• A calm, clear way of explaining technical problems to people who aren't technical
• Comfort working independently on site without someone looking over your shoulder
• A driving license, since site visits around Amman are part of the job

Nice to have

• A support or helpdesk certification (CompTIA A+ or similar)
• Prior experience in a managed services or IT support company
• Basic familiarity with Active Directory or similar account management systems

This is an on-site role. You'll be based at our office with regular travel to client sites across Amman.