IT User Support Specialist/Manager

Greenberg Traurig, a global law firm, currently has an excellent full-time employment opportunity for an IT User Support Specialist in our Riyadh office. We offer competitive compensation and an excellent benefits package.   

Position Summary:

The function of the IT User Support Specialist is to provide technology-related consultation and support in an office environment, including the deployment, administration, and/or support of technology systems essential to the day-to-day business operations. The IT User Support Specialist works as part of a team directed jointly by an IT User Support Supervisor, IT User Support Manager, or other Technology Department leader and the Business Director.

Duties & Responsibilities:

• Supports computer hardware and software, and maintains computer hardware asset inventory

• Oversees system setups, breakdowns, and office moves

• Supports Conference Room Services with video conferencing, AV setups, and take-downs

• Supports mobile devices with a focus on Enterprise Vault email delivery and archiving system

• Supports telephone and voicemail systems

• Tracks user support requests and system failures

• Escalates more complex issues to advanced support service teams and communicates with end user

• Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems

• Performs preventative and routine maintenance

• Procures miscellaneous technology supplies

• Coordinates with IT vendors and other departments

• Works with core IT teams on implementation and support of technology rollouts and projects

• Recognizes and makes recommendations for training where opportunities exist to address common support issues

Skills & Competencies:

• Attention to detail and the ability to multi-task in a fast-paced, high pressure, deadline-oriented environment in order to achieve business goals and objectives

• Provide outstanding client service, meet high quality standards for services, and meet or exceed client expectations; proactive in seeking innovative ways in which to help others

• Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team

• Excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation

• Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment

• Have an excellent command of both written and spoken English and Arabic

Qualifications & Prior Experience:

• Previous experience providing technology support in a professional office environment

• Significant knowledge of the Windows 10 operating systems, settings, limitations, tweaks, and maintenance procedures

• Extensive experience with the Microsoft O365 ProPlus Suite with a focus on Outlook, Word, Excel, and PowerPoint

• Excellent troubleshooting skills related to desktop computer hardware and software, demonstrating the ability to quickly resolve moderately complex issues or suggest alternative solutions

• Experience troubleshooting and supporting iOS, Android, and Blackberry mobile devices with a focus on Enterprise Vault email delivery and archiving system

• Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals

• Experience with common law firm tools such as email archiving and document management systems. Experience with Enterprise Vault and Filesite desired

• Experience with networking devices, cabling, and associated troubleshooting

• Experience with remote access such as Citrix, VPN, and Remote Desktop

• Prior use of a trouble ticket tracking system

• Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment