IT Support Specialist

Responsibilities

• On-Ground Infrastructure Support: Provide hands-on, on-site maintenance and troubleshooting for local office infrastructure, including networking hardware, switches, firewalls, and server racks.
• Ticket-Driven Workflow: Manage all support activities strictly through the ticketing system. Ensure every issue-whether an infrastructure fault or a user request-is properly logged, categorized, prioritized, and tracked from initiation to resolution.
• User Experience Optimization: Serve as the primary point of contact for Jordan-based users, resolving technical challenges promptly to minimize downtime and maximize productivity.
• Asset Management: Oversee the full lifecycle of IT hardware and software assets within the local branch using the IT Asset Management system.
• Operational Alignment: Collaborate with global IT teams to implement ITIL best practices and align local operations with corporate security standards.
• Technical Skills
• Infrastructure & Networking: Foundational knowledge and practical experience in basic network support, including configuration and troubleshooting of switches, firewalls, and routing.
• Ticketing & SLA Management: Strong proficiency in working within ticket-driven environments (e.g., Jira Service Management), with a disciplined approach to documentation and SLA compliance.
• Asset Management Systems: Practical experience using IT Asset Management tools to log, track, and audit physical hardware and software licenses.
• AI Knowledge: Foundational understanding or practical familiarity with AI tools and applications to enhance internal IT workflows and automation.
• Education: Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• ITIL Foundation certification (or higher) is highly preferred / required.
• Additional certifications (e.g., CCNA, CompTIA Network+) are beneficial.
• Experience: 2-4 years of on-ground technical support experience, with a heavy focus on network infrastructure maintenance and ticket-based operations management.

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Company Intel

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